Post by shiyabul on Aug 20, 2024 3:21:54 GMT -5
We are already seeing organizations start to deploy AI and machine learning tools that continuously mine aggregated data systems to pull out relevant insights. I believe we are at the beginning of this journey. Only % of CX leaders in a McKinsey survey expressed full confidence that their CX measurement system provides a representative view of the customer base today, so we have a long way to go.
But I see this expanding as contact cente r leaders start https://lastdatabase.com/ to realize the benefits of insights on both the customer and the employee experience. TRANSFORMATIONAL CHANGE BASED ON INSIGHTS Finally, I anticipate a wave of change coming for contact centers as they move to adopt better strategies and tools. These changes will be focused on leveraging data insights faster and across greater swaths of the organization.
We’ll also see more accountability for teams – all the way from how they capture and analyze data to how they put the data into action. This will extend across agents, to HR, to marketing, and to leadership. Measurements of accountability will become equally important in terms of strengthening the customer relationship, but also empowering the contact center and agents as better brand defenders.
But I see this expanding as contact cente r leaders start https://lastdatabase.com/ to realize the benefits of insights on both the customer and the employee experience. TRANSFORMATIONAL CHANGE BASED ON INSIGHTS Finally, I anticipate a wave of change coming for contact centers as they move to adopt better strategies and tools. These changes will be focused on leveraging data insights faster and across greater swaths of the organization.
We’ll also see more accountability for teams – all the way from how they capture and analyze data to how they put the data into action. This will extend across agents, to HR, to marketing, and to leadership. Measurements of accountability will become equally important in terms of strengthening the customer relationship, but also empowering the contact center and agents as better brand defenders.