Virtual call center solutions can finally start helping call centers with big data and improve their performance metrics.
Call centers have been trying to develop complete customer views for years. However,as contact centers grow in complexity, so does their data, thus making it more difficult to measure the correct performance metrics. Modern call centers are moving towards using multiple channels of communication increasing the amount of data collected and separating data into silos. The multichannel contact center has added to the complexity of managing information and using performance metrics to improve call center operations.
Technology vendors have started responding to “big data” challenge by offering virtual call center solutions with automation capabilities. These new virtual call center solutions allow call center managers to use the collected data by refining performance metrics to optimize customer experience and improve efficiency in their call center. Many call center software vendors now offer virtual call center solutions with advanced analytics helping call center managers to make intelligent decisions and give them a more complete customer profile.
Few call centers have already implemented the latest virtual call center solutions to take advantage of the new technology, but many are still lagging behind. While the rewards of using the newest call center technology are becoming evident, it will take many call centers years before they catch up and implement the latest call center vendors have to offer.