customer service data silos

How to Remove Customer Service Data Silos

By David Parcell, Managing Director EMEA and Corporate Officer, Verint Systems The “big data decade” is challenging today’s CIOs to break down data silos and share information across the enterprise. This is by no means a small feat and can often be a complex process. Despite some businesses addressing this successfully, we are still seeing large amounts of structured and unstructured service-related and workforce performance data existing in call centres, regional branches and back-office environments, remain siloed. This data is critical because it holds the true ‘voice of the customer’ and, when analysed effectively, it adds a crucial and missing component to capturing insights on their wants, needs and behaviours. It also helps create a common thread of per... »