How to Use Customer Insights to Enable the Omnichannel Experience in Your Contact Center Today
Ask any contact center leader for data and you’ll likely end up with a hefty pile of metrics and analytics. Most companies can pull up copious documents, spreadsheets, and reports with endless data and analytics. But too often, that data just sits there, gathering digital dust. Companies understand that gathering data is important. But they often neglect to do anything with it. The essence of a good omnichannel strategy is making your data actionable to improve your customer experience. Unless you can connect your data across teams and platforms, much of it is useless. Here are four ways companies benefit by using big data to enable the omnichannel experience.
Actionable data enables you to personalize your omnichannel experience
Customer data reveals how your customers like to communicate
Insights from your contact center help connect KPIs to customer outcomes
Better reporting reveals weak spots in the customer journey (so you can improve!)
Full article: https://www.business2community.com/customer-experience/4-reasons-to-put-your-data-to-work-how-to-use-customer-insights-to-enable-the-omnichannel-experience-in-your-contact-center-today-02364175
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