More and more, ‘Big data’ will play a part in instantly getting customers to the right self-service or live agent contact handling resource. As ‘single integrated platforms’ become more commonplace, we believe that contact routing systems will increasingly have the ability to:
- Listen to, and interpret, customer questions
- Access historical and real time data about customers (and their requirements), and
- Carry out complex ‘match-making’ calculations to connect the customer with an appropriate resource.
This process could involve both managing direct customer enquiries (e.g. when a customer calls or
emails into a contact centre) as well as automatically interpreting the Big Data coming in through
social media to assess when a proactive intervention is required.
For customers, this process will ensure the right expert resource is always at hand, regardless of
whether that person or self-service resource is inside or outside the contact centre. In fact,
organisations may even publish agents’ availability online, enabling customers to identify the right
agent and contact them directly.