Too much data. Not enough time. These are the issues that are consistently brought up when evaluating the role of call center analysts. Time spent on mundane processes and wading through endless hours of conversations have devalued the position and limited its impact on the organization.
The true value of the data originating in the call center is speed to insight. The ability to adjust and pivot to a given situation based on information is at the heart of the customer experience.
When analysts spend their time plodding through scores of data for a few usable nuggets of information, the impact of what they bring to the organization is muted. While the data they uncover may be valuable, the opportunity to act on the information to make a noticeable impact has been lost.