As we embark on a pivotal year for the analytics industry, I want to kick off the first newsletter of 2015 by shedding some light on a few next-level concepts that can be applied beyond the digital channel. Mastering the tracking and measurement of your digital channel is the key to unlocking an unbelievable amount of value in the other realms of your business. One of the other realms that seem to go highly neglected is the call center. In a world so concerned with the customer journey, you are leaving money on the table by not including call center optimization in your 2015 plans.
The goal is, and has always been, to get the right data to the right people, in the right format, at the right time. This mantra couldn’t be truer for the call center - where your reps interact in real-time with customers experiencing issues, interested in learning more, or looking to complete a purchase. In that moment, it is important to ensure that the reps have all the information at their disposal to provide excellent customer service to ultimately create happy, value-generating customers.
Bill Bruno is the CEO - North America, Ebiquity.