In my two prior posts on an IDC Technology Spotlight paper, I discussed the impact of the 2020 pandemic on IT investment plans and the advantages of using workflow automation in the contact center. In my final post I’m discussing the concept of “empathy at scale” that the paper introduced.
Contact centers have a wealth of information on operational execution and customer behaviors. That huge amount of data is both a blessing and a curse. It’s a blessing that powerful insights can be distilled out of the data. It’s a curse that there’s so much data it’s like finding the proverbial needle in the haystack.