Trends Report

Brief: Social Analytics Will Make It Easier For Employees To Respond To Customer Problems

Innovative Analysis Technologies Help Workers Makes Sense Of Vast Data Repositories

December 22nd, 2014
TJ Keitt, null
TJ Keitt
With contributors:
Harley Manning , Rob Koplowitz , Curt Nichols

Summary

Businesses' massive data collection efforts have created a massive problem: How can workers find the right data nugget when they need it? The solution, it turns out, may be right under their noses. The growing number of implementations of cloud collaboration offerings from vendors like Huddle and Microsoft is sneaking in analytical tools that promise to help employees locate, interpret, and use data and expertise. This report outlines how customer experience (CX) professionals can use social analytics to make employees smarter and more responsive in the moment with clients.

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