DATA MANAGEMENT
BY BOB GRAW AND RICK RUTH, CALLTRACKINGMETRICS
ILLUSTRATION PROVIDED BY ADOBE STOCK
SUPERCHARGING DATA MANAGEMENT A SOUND DATA STRATEGY CAN ALSO MAXIMIZE AI BENEFITS.
Since generative AI( GenAI) made its explosive debut at the end of 2022, every business function has felt pressure to deploy GenAI-powered tools in some way, including in the contact center.
However, without the right data infrastructure, simply layering an AI tool runs the risk of further complicating what is often already a delicate tech stack. It could even result in biased or even simply incorrect responses to customers. Good outcomes rely on good data.
Despite rapid advancements in conversation intelligence software and AI-driven tools, many contact centers still struggle with fragmented data management practices. Is your contact center truly optimizing your data?
36 CONTACT CENTER PIPELINE
Let’ s look at some of the emerging and persistent challenges— from siloed systems to AI integration— facing contact centers today. We’ ll also share best practices for building a data strategy that can help you deliver both a better customer experience( CX) and business impact.
DIVING INTO DATA IN THE CONTACT CENTER
For most organizations, the contact center is a wealth of untapped data. But many organizations view contact centers as a necessary hassle within their business. They see it as a department that is essential but costly and often a customer satisfaction hazard because of long hold times or ineffective responses that often cycle through multiple agents.
... SIMPLY LAYERING AN AI TOOL RUNS THE RISK OF FURTHER COMPLICATING WHAT IS OFTEN ALREADY A DELICATE TECH STACK.