DATA MANAGEMENT
ILLUSTRATION PROVIDED BY ADOBE STOCK
HARNESSING
THE POWER OF DATA AND ANALYTICS - PART 2 HOW AI IS MAKING A DIFFERENCE FOR CONTACT CENTER DATA MANAGEMENT .
BY SHANE DEVITT , CONTACTCENTERPRO CONSULTING
Data and analytics have become pivotal in driving efficiency , improving customer satisfaction , and ensuring operational excellence in the contact center industry . The integration of artificial intelligence ( AI ) has further revolutionized how contact centers manage and utilize data .
In Part 1 , in the last issue , I covered how AI is changing data , including collection , quality , utilization , and analytics , and how such data affects budgeting .
In Part 2 , in this issue , I am covering how AI-driven data is impacting customer insights , process improvement , and agent management and development .
24 CONTACT CENTER PIPELINE
LEVERAGING DATA FOR OPERATIONAL EXCELLENCE
Contact centers run on data . Having clean , current , actionable data , analyzed to obtain insights , is therefore critical to effective , efficient contact center performance . Here ’ s how :
1 . Customer Insights . Customer insights are the backbone of delivering exceptional service in contact centers , and personalization plays a key role in this process . Contact centers can significantly enhance customer satisfaction by using customer data to tailor interactions .
Personalization means recognizing individual customer preferences , behaviors , and histories , allowing agents to offer more relevant and timely assistance . This makes customers feel valued and increases the efficiency of each interaction .