Guest post by Colin Shaw, CEO of Beyond Philosophy
Artificial intelligence (AI) is the future of customer experience (CX). Having machines that predict what customers do can only help CX, right? On the face of it, yes. However, more goes into predicting the realities of customer behavior. Unfortunately, history shows we are not good at that. Continue reading →
Nowadays, call centers are using more sophisticated big data techniques to determine which agents should handle which customers based on that person’s individual preferences.
In this report, call center comparison review company, Software Advice, examined advanced call routing techniques to help businesses find opportunities to refine their own call center routing to improve customer service outcomes.
I encourage those shopping for a professional social engagement for customer care platform to consider the Big Data elements of this decision.
Why? Because professional-grade social engagement platforms are built on a foundation of Big Data.A modern and effective platform needs to be able to capture, curate, store, manipulate and help you visualize and act on essential data. In this article we explore some of the essentials that are often taken for granted in selecting your winning platform. Continue reading →