In Episode 30 of the Data Modernization Minute, Wayne discusses what can be done with collected data and explains omnichannel contact centers.
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Highlights
00:44 — Everyone has to talk to customers — no matter if it’s selling something to them, letting them pay for something, resolving a problem for them, or answering a question. This is a data-intensive business for which the solution is an omnichannel contact center.
01:03 — Omnichannel contact centers take all channels of communication delivered through various means and centralize them. Companies that want to optimize the customer and employee experience can do so by utilizing omnichannel tools and techniques. Omnichannel contact centers help companies answer data-driven questions that inform their decision-making process.
02:43 — The omnichannel experience allows organizations to create rules around operations and managing customers.
03:20 — While omnichannel contact centers have been around for 25 years, Wayne has talked to many companies that still do not do it this way, which he says drives their staff and customers “crazy.” Many organizations fail to utilize the resources to create the customer experience that is required in an acceleration economy.
04:17 — Wayne’s message to executives and those in operations is that “there’s almost no part of the organization with better data than your contact center. Use it.” He says the way to use data to make money and increase customer and employee happiness is through omnichannel contact centers.
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