Customer demand for high-quality support continues to grow, as customers have raised the bar for every interaction with support organizations. This comes as a result of the plethora of information available to customers on the Internet, combined with an increase in competitive choices and product complexity. Given this situation, it is imperative that support organizations at least be on a level field of knowledge, or the customer will lose trust. This means that support executives need to be armed with not only the right data, but the right insight.
These executives know there is value in all the data and metrics they collect, but identifying this value using legacy tools has proved frustrating, if not impossible. CRM, multichannel and telephony solutions typically include strong operational reporting, which is useful to determine a top performer for a certain metric, or to measure organizational performance by key performance indicators. But what is missing is the ability to consolidate, correlate, access and analyze data across multiple data sources, identifying linkages and trends, enabling root-cause analysis, and providing insight to allow better understanding for better customer engagement. Read more and comment »
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