Arguably, no function within the modern enterprise harbours more valuable consumer data than contact centres. Every day formal and informal contact centres hear from customers, prospects, investors, employees, vendors, and other constituents.
Unfortunately, these organizations often function like libraries in reverse. Valuable content is deposited every day but seldom withdrawn. The information is squirreled away in various data lockers accessible only with different keys controlled by different individuals and departments. Successful enterprises require timely and … Read More