An expert Q&A on leveraging predictive analytics to guide decision-making amid changing conditions.
We are now midway through the third quarter of a year that will surely be remembered as one of the most chaotic in history. Many of us would like nothing better than to simply fast forward to 2021 or beyond. But how to get there? As contact center leaders plan for the post-pandemic recovery—both short- and long-term—where can they turn for reliable insights for informed decision-making? The pandemic outbreak created volatile market conditions and unpredictable customer behavior. What impact do the unique circumstances that businesses experienced in 2020 have on the reliability of recent customer data and predictive models? How will it influence strategic planning for the post-pandemic contact center?