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Does big data have a roll in making the inbound call-center experience more enjoyable for everyone involved?
Predictive analytics, says Deepak Advani of IBM, have a powerful potential role to play:
"Basically, it’s a matter of putting analytics tools to work for customer service reps without them ever having to learn a thing about data analysis. In such a scenario, customer service isn’t left trying to deal with a potentially upset customer while simultaneously trying to find a resolution to his problem because the analytics system has done much of the legwork already."
More: http://gigaom.com/cloud/big-data-making-even-call-centers-intelligent/
