Contact Center Transformation Featured Article
Data Explosion Demands a Contact Center Transformation
October 09, 2012
By Susan J. Campbell, TMCnet Contributing Editor
The world is currently experiencing what can best be described as a data explosion. Smartphones and tablet computers, which rely on networks that carry data packages, are selling at breakneck speed. By some accounts, the sale of these data hungry devices will double last year’s sales. Developers are busy building applications for every possible use under the sun, helping to push the data explosion. With this increased traffic, it’s time for the contact center transformation.
With this data expansion, companies are embracing the BYOD (Bring Your Own Device) culture as it proves to boost productivity. According to this West Interactive (News - Alert) blog, machine-to-machine applications technology is becoming more prevalent in the business world as applications are now capable of making great use of technologies such as Bluetooth low energy and Bluetooth Smart, among many others.
This data explosion is also referred to as big data and the contact center is right in the middle of this trend. Big is the operative word here as the amount of data is expected to grow by as much as 800 percent in five years. While others are predicting lower numbers, it’s obvious that big data is here to stay and not all companies are ready for the amount coming their way.
For the contact center, it’s time for a contact center transformation to start configuring a way to handle the data. In fact, researchers are putting data handling skills in the top 10 problems that the IT industry is facing today.
Customer behavior isn’t going to change. Consumers still want a service that is personalized. They also expect all their data, regardless of how much of it is coming in, to be secure at all times. The contact center transformation has to take these customer needs into account. Most companies have already figured out that in order to stay on top of customer service, they must use their ability to handle big data as a selling point.
Proper monitoring of data is a function of many software solutions available today, solutions that are getting much use in contact center transformation projects. Companies that can drill down into their data will get to know their customers better, which can lead to hints on how to better service that customer, which has a positive side effect – long term loyalty to the company brand.
Contact center transformation practices should include investing in the software that can not only monitors data, but churns out reports that lead to the appropriate decision that bring value to the company and the customer.
Smartphones and tablet computers aren’t going away, and contact center transformation practices should include leveraging the data from these devices to better serve the customer.
Edited by Rich Steeves
Learn More About Our Contact Center
Featured White Papers
- Delivering Optimized Experiences To Today's Customers
- Beyond IVR: Leveraging Speech and Natural Language in Multichannel Communication
- IVR Virtualization: Transforming the Value of IVR
- Customer Care in a Mobile World: Customer Care in a Mobile World: Considerations for a Mobile Care Strategy whitepaper from Septembe...
Featured Case Studies
Featured Data Sheets
- Contact Center Transformation Solutions
- West Interactive's Contact Center Core
- West Social Engagement Solution
- West's Mobile Solutions
- West's Alerts and Notifications
- Hosted Contact Center
- Cloud-Based IVR
- On-Premise IVR
- Mobile Solutions
- Social Media Solutions
- Enterprise Feedback Management