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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Do you currently offer 4 by 10-hour shifts?

Yes, and employees who work this schedule get 3 consecutive days off
Yes, but employees working this schedule aren't guaranteed 3 consecutive days off
Yes, but we give employees working this schedule days off that match customer demand/volume
Yes, but we are experiencing productivity and quality concerns due to fatigue
No, we don’t offer this schedule option
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