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Article
 Expert Tips: Using Big Data to Improve Customer Experience in the Contact Center

In today’s Big Data Age, companies are grappling with more data than they know what to do with. The challenge facing businesses is figuring out how to properly turn big data into a profitable resource, especially since much of our customer data is siloed from other business metrics.... More Info
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Article
 The Unstructured Data Structure

n a 2013 report, FICO cautions “80% of big data is unstructured.” If that’s the case, then why are we spending so much time and energy on structured data? The answer, it seems, is that the data currently most valuable to service providers is structured.... More Info
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Article
 Big Data to the Rescue

Mobile phone customers (including this author) love to complain about slow downloads, jerky video, and 3G fallback. But in reality, it's a great time to be a mobile customer.... More Info
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Article
 Big Data Demands Smarter Infrastructure

In today’s Big Data Age, companies are grappling with more data than they know what to do with. The challenge facing businesses is figuring out how to properly turn big data into a profitable resource, especially since much of our customer data is siloed from other business metrics.... More Info
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Article
 Letter from the Editor - September 2014

There’s a great old story about an exchange between humorist Will Rogers and a reporter during World War I. The reporter supposedly asked Rogers how he would deal with the scourge of German U-boats that were wreaking havoc in the North Atlantic.... More Info
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