Typically, contact centres are looked upon as cost centres. However, in an era when customer experience is the competitive differentiator, contact centre leaders ought to maximise the potential of their latent asset - the cutomer interactions.
By analysing contact centre interactions with analytics, contact centres can be converted into strategic CX intelligence hubs with real financial impact.
Neil Davey is the managing editor of MyCustomer. An experienced business journalist and editor, Neil has worked on a variety of newspapers, magazines and websites over the past 20 years, including Internet Works, CXO magazine and Business Management. He joined MyCustomer in 2007.