Do You Use Data to Direct Customers to the Best Agent?
Empowering contact center excellence for 30 years!

Industry Stats: Do You Use Data to Direct Customers to the Best Agent?

Does your contact center use customer preference data to direct customers to the right agent to handle their issue?

We polled our community last week to ask this question, and 78% of respondents said no.

How does this compare with recent ICMI research?

Earlier this year, ICMI sought to gather information about how the contact center is using big data to improve customer engagement and the overall customer experience. We were also interested in how contact centers are modifying their technology and reporting to turn data into a solution, rather than simply an output.

The research is complete and we'll soon be sharing the results with the community.

Tune in on Thursday, November 14 for a complimentary webinar that shares some of the findings, and keep an eye our for the complimentary whitepaper and full research report to be released later this month.

 



Topics: Customer Experience

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QuickPoll

Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
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