Saturday, July 21, 2012

Big data analytics gold for the call center

There may be no corporate function that throws off more data than the corporate call center. "Every contact is counted, routed, measured and scored. Agent performance is actively measured," says Tony Filippone, executive vice president of research for sourcing analyst firm HfS Research. "Other key process owners, like finance and accounting or claims adjudication,wish their data was as rich."

Source: http://images.infoworld.com/d/business-intelligence/big-data-analytics-gold-the-call-center-192981?source=rss_business_intelligence

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