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Big Data? Better Data!: The Value of Data in Today's Contact Center

Big Data? Better Data!: The Value of Data in Today's Contact Center

Date Published: December 08, 2013 - Last Updated November 01, 2021 ago

Pages: 13


The contact center is arguably becoming one of the most important collectors and sources of valuable organizational data. Companies are beginning to analyze this data in a number of ways to help meet their strategic goals.

Most senior leaders have at least two things in common when they talk about their major strategic goals over the next year…to improve operational performance and to gain a 360-degree view of their customers. The one key thing both initiatives have in common? The need for contact center data.

This complimentary white paper takes an interesting look at Big Data - the opportunities it presents and the challenges that come with it.

The key topics covered in this white paper: 

  • Agent Productivity and Efficiency with Better Data 
  • Agent Accuracy and Better Data
  • Agent Performance with Better Data
  • Customer Engagement and Better Data

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