Published: November 07, 2013 | Comments
Do you use customer preference data to determine and direct customers to the best channel(s) to handle their issues?
You're not alone if your answer to this question is "no". We polled our community last week and 56% of our respondents said they do not use customer preference data to direct customers to the best channel.
How does this compare with recent ICMI research?
Earlier this year ICMI and Whitepages PRO sought to determine the community’s opinions, intentions, usage, and goals around big data. The research takes a look at whether data truly can be leveraged to improve customer engagement, and if so, what methodologies are needed by the contact center and for the customer.
We'll be releasing the complete findings soon in a research report and whitepaper, and we'll also share some of our findings next week in a complimentary webinar.
Join us at 1pm ET on Thursday, November 14 and learn what data is REALLY needed in the contact center.