Conversations surrounding Big Data often focus on the end result: leveraging data to glean insights on customer preferences and trends, which in turn inform product improvements and developments.
While this output of data is rightfully a priority, there’s another advantage to incorporating real-time data analytics: It can give your customer care teams a leg up, allowing them to properly gather, access and analyze the influx of data coming into contact centers.
Frank Pettinato, SVP, Multi-Channel Customer Engagement shares a few examples of how real-time data and data analytics tools can enhance your customer care operations. Read the full article “The Real-Time Data Advantage” in the SOCAP CRM Magazine
