Dear Adipta,
there's valuable data in those contact center logs that have largely been gathering dust, and companies are using new tools to mine them to boost customer satisfaction and revenue and lower costs.
To read more on this aspect, visit this link: http://www.cio.com/article/706244/Big_Data_Analytics_Gold_for_the_Call_Center
That was indeed a nice website. I think they acquired dust because of negligence. May be they are not willing to bring in cultural change. What do you say?
Yes Adipta, of course negligence is a big issue. In depth, this is caused by inadequate resources in terms of technology and skilled workforce. That's why proper hands on training is required. Companies spent large sum of money to train people. But as the field is new, number of professional trainers in this field is really less, causing improper results in action. Whats your take on this?
Yes Soham, you are absolutely right. I think these problems are happening in countries like mostly in India. It is of no doubt that contact center management in India is not upto the mark. But take for example, Phillipines. I think they excel in this field. What is now required is knowledge sharing across the borders of countries.
My dear Friend Adipta,
You are indeed right. Globalization taught us the benefits of knowledge sharing across borders. Particularly one more thing i would like to add is that the advantage in favor of Philippines is their accent which is more like US accent, helping them achieve competitive advantage.