Harnessing the Power of Data in Contact Centers

10/30/24 • 13 min

CX Today

CX Today's Susie Harrison hosts Matt Yates, VP Engineering at MaxContact.

In this session, we cover:

Harnessing the huge volumes of data available efficiently and effectively
The key opportunities and challenges in having this data available
Tips for implementing clear, data-driven decision making
The impact of AI on how data is captured and the level of detail provided
The broader impact of AI in the contact center

CX Today's Susie Harrison hosts Matt Yates, VP Engineering at MaxContact.

In this session, we cover:

Harnessing the huge volumes of data available efficiently and effectively
The key opportunities and challenges in having this data available
Tips for implementing clear, data-driven decision making
The impact of AI on how data is captured and the level of detail provided
The broader impact of AI in the contact center

Previous Episode

The Latest on the Salesforce Contact Center with Amazon Connect, NICE Acquiring Playvox, & More

Watch on YouTube.

CX Today's Charlie Mitchell presents the latest trending news from the customer experience world.

He's joined by six prominent CX analysts to dissect the latest news in the space, including stories from NICE, Salesforce, and Microsoft.

In this edition, our CX experts include:

Zeus Kerravala, Principal Analyst at ZK Research
Liz Miller, VP & Principal Analyst at Constellation Research
Rebecca Wetteman, CEO & Principal Analyst at Valoir
Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research
Simon Harrison, Founder & CEO of Actionary
Martin Schneider, VP & Principal Analyst at Constellation Research

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Next Episode

5 Challenges Facing Contact Centers in 2025 (and How to Overcome Them!)

Contact centers face many of the same challenges they always have. However, in an age of new-wave AI, continued digitization, and changing customers, they face several new obstacles, too.

Recognizing this, Brandon Knight, Global Head of CX Ecosystem at Zoom, joins CX Today's Charlie Mitchell to run through five of the most pressing contact center challenges for 2025. These are: