Tag: Big Data

Will Digital Communications Overtake Voice For Customer Engagement In 2020?

Will digital communications overtake voice for customer engagement in 2020? As omni-channel customer experience solutions gain traction, organisations need to think carefully about how voice communication fits into their pre- and post-sale customer engagement plans. A report entitled “State of Customer Experience 2017” from West (now Intrado) stated that “88% of organisations are expecting digital…

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Making Big Data Work for the SME: Call Management and Analytics

How can analytics be used as a source of new business? With analytics, businesses can understand how to achieve the best performance possible within the constraints of their technical and commercial resources. There are two key ways: customer segmentation and customer experience. Whilst previously the domain of larger enterprises, SMEs can now access essential analytics…

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Assessing the Impact of AI on Contact Centres

The Cloud is making the contact centre market more accessible to smaller organisations. This combined with the drive for customer service excellence and the need to address increasing competition means that even smaller organisations without formal call/contact centres can access and benefit from operating their own contact centre. We have seen this happening with other…

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4 Key Considerations When Selling the Concept of Big Data

4 Key Considerations When Selling the Concept of Big Data

Making big data work for SMEs is about improving profitability, retaining customers and achieving an edge in the highly competitive SME market.  Improvements in Customer Service and the ‘Customer Experience’ is therefore the biggest selling point of Big Data and should be the primary focus when presenting the concept to customers. Make it visual –…

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