Brendan kicks off this month’s top posts with his interview with Richard Boire of Boire Analytics. Richard shares his insights into how organizations use and manage data and the impact AI is having.
Then we head over to Jon, who emphasizes that contact center leaders need a clear focus to become more data-centric.
Next, Tom details the International Avaya User Group’s perspectives on Avaya’s current standing.
Chris explains the benefits AI can provide in converting massive amounts of unstructured data into useful intelligence for organizations.
Pier shifts us to another important topic, outsourcing, and how it can be a strategic business decision. Happy reading!
Managing The Data Fuel
Data is the fuel of organizations. It provides the energy to the various engines that create, deliver, service, fix, and sell its products and services. Contact centers help provide and refine that data fuel through their interactions with customers. And, in turn, that resource drives those interactions by providing customers with information, including targeted responses and sales offers. Information that guides them on their customer journey. Therefore, having the right data, and the ability to extract insights from it in a timely manner, is essential for organizations’ survival and growth.
Why Become AI-, Data-, and Cloud-Centric
There is no doubt that the contact center space is going through major disruption: and this isn’t just a matter of modernizing with a technology refresh. That is only part of the story, but with so much technology change there is also disruption to the very foundation of what contact centers are all about.
Avaya at a Crossroads
Every year, the International Avaya User Group (IAUG) offers one of the clearest windows into how enterprise customers view the Avaya ecosystem.
The New Value of Unstructured Data
Contact centers have always been obsessive about numbers. Average handle time (AHT), first call resolution (FCR), customer satisfaction (CSAT), and so many more. These KPIs have steered staffing, coaching, and technology investments for decades.
The Other Reason to Outsource
Yes, there are plenty of practical reasons to outsource your contact center. Cost, coverage, scalability, language support, and speed all make sense on paper. But there’s a deeper, more strategic reason companies should consider. And that is whether they want to have a productive relationship with their contact center.
