The Contact Center is Rich with Data - Why Add More?

  • ID: 3691535
  • Report
  • Region: Global
  • 16 Pages
  • Frost & Sullivan
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Big Data's Place in Customer Service
The Big Data and Analytics market is diverse, with hundreds of solution providers in varying segments, but until recently the practical application of Big Data within customer contact was marginal at best.

This is now changing as analytics is the fastest growing segment of customer contact, and the key driver in transforming the way companies engage with customers. This research highlights the potential for Big Data Analytics in the transformation of customer service.

Analytics is the hottest area of the contact center today, with customer service now the key factor in businesses’ quest to attract and retain customers. And there are many analytics capabilities and metrics associated with the contact center – from basic metrics, such as first call resolution (FCR) or average handle time (AHT), to interaction analytics that show us not only customer history but let us follow customer journeys leading to a more holistic view of Customer Engagement.
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1. Contact Center
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