In an era of big data, businesses collect information from more sources than ever before. But having access to data and effectively utilising that data are two different things. Many decision makers find that they have to make decisions without a clear picture of what’s happening in their business or what their customers truly want—perhaps the reason why 59 percent report that they have led an unsuccessful change initiative at their organisation.
In Calabrio’s latest research report, learn from over 1,000 C-Suite executives in the U.S. and U.K. about the factors that compel change in their organisation and the data sources companies rely on to inform their decisions.
Download the report to learn:
- What C-suite executives report as the key drivers of change for their organisation
- Why executives recognise the need for better data analytics, but consult only a few sources
- How businesses can better tap into the reliable, unbiased voice of the customer (VoC) data collected by their contact centre
- You’ll also learn the five steps that your organisation can take to transform your contact centre into a key source of customer insights and a driver of business change.