Let's face it, any contact centre that is left to its own devices will dissolve into chaos. With systems becoming more automated, the amount of data available is enormous.
However, the data alone is not enough.
We need to convert the data to information to see what it really means. That data then needs context for this to happen as each CX installation has different needs and requirements.
Therefore, the art of successful CX management is understanding your customers needs and wants to know what the information is telling you.
The data is nice but the information is king. Therefore, we need to sure your CX systems give you easy to consume information on your dashboard, whilst your dashboard is also flexible enough to be changed as your business evolves.
Finally, you MUST comprehend the context of the information to make the best decisions for your business!