Sixbell warns that 98% of Contact Center companies claim that there is little understanding of the data at their disposal; analyzing it correctly empowers agents and allows for the best service
Customers in the market are moving away from communicating with companies through the Contact Center , only 8% of people call it as their first option when they have a problem with a product or brand; most people try digital channels , the company’s website and social networks first before making a phone call.
The statistic is part of the results of the Sixbell study
“The Human Side of Data : How Visual Analytics Improve Performance”, carried out with the aim of having an overview of the Contact Center market in Mexico and thus providing better solutions and services.
Another notable fact is that 98% of cambodia whatsapp number data companies claim that there is little understanding of the data at their disposal; a lack of capacity to take large volumes of information, segment it and process it in favor of the business, which develops both operational and managerial problems.
For 90% of Contact Center companies , it is imperative to connect with Generation Z, that is, those who are between 12 and 24 years old today, a self-taught generation that understands that the result of their interactions are a reflection of analytics , so taking advantage of the data they share and learning to use it correctly is crucial.
However, Francisco Guerra , Business Development Director at Sixbell , said that there is a general lag in the implementation of reports, including visual reports.
The study warns that in Contact Center companies
39% say that there is no standard for reporting in ther organization; 27% say that they only do so when there is a problem, and august 2024 results – 51.5k turnover and 11k profit only 28% said they follow up on scheduled reports.
However, the reports do not allow cmo email list for a better understanding of what happens in the Contact Center . Increasing this understanding is desirable for 77% of respondents.