Does this sound familiar? You are a longtime contact center supervisor who has developed excellent instincts through the years. When a trend in customer interactions is emerging in your environment, you typically recognize it before most of your colleagues. The problem, however, is that your current contact center software solution—if you employ one—doesn’t have the functionality necessary to provide real-time data about interactions. As a result, you can’t confirm your suspicion that a trend is forming until it is too late to take any kind of meaningful action based on your intuitions.
For instance, let’s say you work for a retailer and as you walk around the contact center floor, you hear several agents answering questions about what clothing items are a good match with your company’s most popular winter coat. You think a trend might be developing, with many customers looking to make additional purchases after originally calling just to buy or ask questions about the jacket. But because you can only hear one conversation at a time, you can’t be sure this is anything more than just a coincidence. In other words, you are caught in a data silo.