In our first blog post in this three-part series, we discussed how you can take the first steps in your data quality boot camp program: tackling bad data collected through your website. But how do you manage issues within other channels? Here we’ll focus on managing data quality in your call centers.
Calling out call centers
No matter what type of organization or industry you’re in, at some point, a customer may need to reach out to a call center. But because of disparate systems, a customer can have an entirely different experience with your company on a website vs. when they call you.
This is a result of the lack of a single customer view, or having one source of data that tracks all of a customer’s interactions. So for example, if a customer orders something from your website, all of the contact data provided for that transaction should be readily available for use by a call center representative in case that customer reaches out by phone.
Seventy-six percent of companies say they face challenges when developing a single customer view, with 34 percent naming data quality as the main challenge.
Getting to a single customer view
Fifty-three percent of businesses have data quality issues in their call centers. How do you address these issues and move towards a single customer view and a seamless experience?
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