Discover the Dark Data Hidden in your Call Center

Please see full Article: Finance Magnates

Dark data doesn’t present itself unless it’s actively mined, and it could be the difference between companies that thrive and those that merely survive.

Call centers have long been recognized as company profit centers. Even with the web driving billions of dollars in commerce each year, the call center as a sales organization (both inbound and outbound) still has a very significant impact on corporate coffers. Even agents not directly involved in revenue generation- customer support, service, and survey agents for example- are still responsible for ensuring that current customers stay customers, thus directly impacting company profitability.


we need to radically change how we view business intelligence