While big data might seem like it generally falls into the silo of the marketing department, more and more merchants are finding out that not only is it just as beneficial in the contact center, but it could also give you an edge against your competitors.
Contact center professionals, according to this infographic from ICMI, are learning that big data, also known as actionable data, can make the contact center more efficient and boost customer engagement. In fact, 69% of contact center professionals told IMCI that they use this actionable data to improve their contact center operations overall and 85% said that by giving their agents access to customer contact data has reduced redundant CRM records.
For a deeper look into how contact centers are using big data, click on the infographic below.
