Contact Center Transformation Featured Article
Big Data's Impact on Contact Center Transformation
January 16, 2013
By Rich Steeves, TMCnet Web Editor
We’ve all heard the term “big data,” and we are inundated with information about how this trend will affect the technology and communications landscape in the coming years. But how will this trend impact contact centers? And how can companies that wish to transform their contact centers into dynamic hubs of customer engagement, deal with big data?
First of all, it’s important to understand the types of data you are dealing with. For example, there is transactional data, also known as dynamic data, which is information that is generated by systems used for operational purposes, like a cash register, ATM Web page or IVR application. This information can include what customers said, the options they selected and the values of transactions, including date and time stamps.
The other main category data is analytical data. This type of information provides companies with business intelligence that informs decision making. It can be very specific, breaking down data into categories based on location, gender, age, income and countless other factors.
Combining these two kinds of information gives businesses an enormous sea of data. Sifting through this information and obtaining the right data for the right situation is, of course, the big challenge. This sea of data is characterized by volume, variety and velocity: there is a lot of information in many different categories and it flies at us with great speed.
So, contact centers looking to deal with the big data trend need to develop a strategy. Companies need to deal with data security first, and then look into data mining and data analytics solutions. Customers want to know that contact centers have the information they require at their fingertips, and won’t be happy if the agent they reach is unable to help them. In order to keep customer relationships strong, dealing with big data is a must.
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida. Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.
Edited by Ashley Caputo
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