Latin America. Héctor Sánchez, Vice President of Sales for Broadsoft in Latin America, argues that in Mexico and around the world, big data is beginning to make digital transformation possible, impacting all industries and individuals, from IT professionals, business leaders, to end consumers.
According to a forrester Research study, 74% of companies in Mexico indicate they want to be "data-driven," but only 29% say they are able to connect analytics to action. Although companies seem dissatisfied with their big data capabilities, they continue to increase the budget with new tools, software, and capabilities. Global revenue from the big data market is expected to increase from $18.3 million in 2017 to $92.2 million in 2026.
The world of big data ushered in an era in which petabytes of information can be compressed and extracted. Currently many companies already use algorithms derived from big data to make decisions about their businesses, such as: choosing a candidate to occupy a job, determining who is competent in an existing job, among other applications.
Maximizing information
The reality is that the challenge facing every company today is knowing what exactly to do with all these benefits that big data tools provide. For example, contact centers or "call centers" are experiencing a massive influx of customer data. However, they need an efficient way to turn this information into strategies for business optimization. In this sense, Big Data solutions can be an invaluable resource.
By analyzing customer data, they can accurately predict their behaviors and trends to ensure the experience matches their expectations. To do this, these tips are aimed at how companies can learn to use Big Data to keep customers happy:
1. Use agent/employee data
Historical customer-agent interaction data is an excellent resource for determining workers' strengths and weaknesses. By analyzing the results of your previous communications, it is possible to determine your productivity based on your level of ability to multitask, and transfer calls to different worker profiles based on the different day-to-day situations that may arise.
2. Implement predictive analytics
Through data analysis, it is possible to determine which factors have the greatest impact on worker performance, allowing the development of appropriate strategies to increase their effectiveness, decrease workload and improve overall customer satisfaction. Predictive analytics models can be used to assess which operational changes would have the greatest impact on the company's overall performance.
3. Analyze the relationship with customers across multiple channels
The expansion of new technologies means that organizations with diverse communication channels available must be prepared to handle this data. Customers expect to be able to contact through calls, email, social media, mobile apps, and many other sources. If you don't apply a correct analysis of the data in each of these channels, you are missing out on the opportunity to gather valuable insights.
Against this backdrop, BroadSoft, Inc. recently introduced BroadSoft Business, an enterprise solution designed to meet the productivity demands of businesses. It is a portfolio of fully integrated applications, unified communications, collaboration and cloud contact centers. BroadSoft Business integrates state-of-the-art technology ideal for all market segments, from large corporations that require an easy-to-use, flexible and scalable cloud solution for their mobile workforce, to small and medium-sized companies that seek to have enterprise-level capabilities without the costs and complexity traditionally associated with installing their own systems.
