Managing the (Unstructured) Information Overload in the Contact Center

 
 
Is your contact center overwhelmed by the amount of unstructured information at its disposal? Is this vast volume of information slowing processes? Proving impossible to analyze? Or even ignored?
 
More than 80% of all data in a customer contact center is unstructured information such as telephone conversations, emails, word processing documents, online forums, paper documents and electronic forms.
 
Unfortunately, attempts to understand and take advantage of this strategic resource traditionally fail. Many businesses lack the knowledge and technology to leverage the content that resides outside the scope of the structured databases. This presents challenges to organizations which need categorization and structure for quantitative analysis.
 
In this webcast, Chip Gliedman, Vice President, Forrester Research, Inc. and Matthew Storm, Product Manager, Autonomy etalk share their insight on how your company can address the most serious challenge facing today’s customer contact centers: Managing the wealth of unstructured information so it becomes your most strategic asset.

What you will learn:
• Adding structure to the information coming into your company so it can be shared across the enterprise for a broader perspective of your customers
• Adding structure to the information gathered from customers and prospects for a greater understanding of client needs, behaviors, responses and sentiments
• Adding structure to the information produced within the company that should be made available to customers so your contact center can fulfill its core mission—to satisfy the client as quickly and efficiently as possible