How contact centers can leverage data and AI for enterprise-wide impact
Discover how and why data is changing the contact center - and what it means for contact center leaders
Contact center teams are often the largest in an organization, however, this often invites heavy scrutiny around the effectiveness, efficiency and cost of maintaining such teams.
To prove their value, contact centers are leveraging the vast amounts of data they hold to provide critical insights into customer needs and expectations; this proactive approach can guide everything from product development to operations and UX strategy.
To do this, however, contact center leaders must break down silos and ensure the right data is acted upon by the right department. The shift in focus requires a broader skill set among leaders and a raft of new tools.
Speaking at All Access: Future Contact Centers 2024, CX Network Advisory Board members Joshua Tye, senior CX operations leader for Cash App, and Vinay Parmar, founder of Dhruva Star, talk to editor-in-chief Melanie Mingas about leveraging data across the enterprise and how contact center leaders can become effective generalists.
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