FEATURE
BY BRENDAN READ, CONTACT CENTER PIPELINE; RICHARD BOIRE, BOIRE ANALYTICS
ILLUSTRATION PROVIDED BY ADOBE IMAGES
MANAGING THE DATA FUEL WITH AI, CONTACT CENTERS CAN BE MORE PROACTIVE THAN JUST REACTIVE IN USING DATA.
Data is the fuel of organizations. It provides the energy to the various engines that create, deliver, service, fix, and sell its products and services. Contact centers help provide and refine that data fuel through their interactions with customers. And, in turn, that resource drives those interactions by providing customers with information, including targeted responses and sales offers. Information that guides them on their customer journey.
Therefore, having the right data, and the ability to extract insights from it in a timely manner, is essential for organizations’ survival and growth.
But could the continual rapid evolution of AI, such as with the advent of agentic AI, and with proposed legislative changes on data privacy like in Canada, impact contact center data management and analysis?
RICHARD BOIRE
To gain insights into how organizations are using and managing data, we reached out to Richard Boire, a leading expert in data science and predictive analytics who is president, Boire Analytics, and an occasional contributor to Contact Center Pipeline.
WHAT ARE THE TOP CHALLENGES THAT YOU ARE SEEING WITH HOW CONTACT CENTERS UTILIZE AND ANALYZE DATA?
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