Big data seems to be among the most popular jargon emerging from the tech industry as of late. Sure, you know what it means. But are you aware of how it can be applied across markets and platforms to improve contact center services ROI for both B2B and B2C companies?
As a business leader, excessive amounts of data can be overwhelming if you’re uncertain of how to sort the information to your advantage. However, as Jonathan Shaw wrote in Harvard Magazine, “humans are far better than computers at seeing patterns.” If you can break those intimidating piles of data into smaller samples from which you can spot patterns, you will be able to pinpoint the key elements you need for a successful marketing campaign. Customer service now has the ability to become customized service with the helping hand of big data analytics solutions.
At InfoCision, big data, or Business Intelligence as we call it, is used to advance contact center services ROI. Here are two solutions we use to identify customer and market patterns in order to capitalize on ROI:
Customer Profiles: Each time a consumer purchases a particular product, the specifics of the transaction are stored away. Based on that information, organizations can more effectively target consumers in the future. For instance, perhaps our customer’s target demographic is women aged 18-34; however, our Business Intelligence data tells us that they should be marketing for women 25-54 instead. Customer profiles can help the company effectively redirect its marketing campaign, which will in turn maximize ROI.
Demographic Scripting: Collected data helps our Communicators deliver scripts tailored for specific demographic groups based on what has been proven to work in the past. Communicators are able to personalize marketing messages and increase the likelihood of connecting with a customer or prospect. In other words, demographic scripting lets you speak to consumers in a language they will understand.
Big Data: it’s a phrase that is here to stay. So, take full advantage of its presence like we did here at InfoCision. Click here to read even more about contact center services ROI.
Steve Brubaker began his career at InfoCision in 1985. In his current role as Chief of Staff and as a member of the Executive Team he is responsible for HR, internal and external communications, and manages the company’s legal and compliance departments. Brubaker is a member of a number of professional organizations, including the American Teleservices Association (ATA). He also donates his time to serve on several University boards, including the Executive Advisory Board for The Taylor Institute for Direct Marketing at The University of Akron and The University of Akron Foundation Board. He has also been honored with a number of awards and recognitions for his contributions to the call center industry, including the ATA’s higher honor, the prestigious Fulcrum Award.