{"id":1847,"date":"2015-11-18T09:03:00","date_gmt":"2015-11-18T10:03:00","guid":{"rendered":"https:\/\/cloudbposervices.com\/uncategorized"},"modified":"2015-11-18T09:03:00","modified_gmt":"2015-11-18T10:03:00","slug":"man-or-machine-making-an-argument-for-the-former","status":"publish","type":"post","link":"https:\/\/cloudbposervices.com\/fr\/man-or-machine-making-an-argument-for-the-former\/","title":{"rendered":"Man or Machine? Making an Argument for the Former"},"content":{"rendered":"

November 18, 2015<\/p>\n

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Those who work in or manage a call center are already well aware of the value of data. It’s one of the current buzzwords of the year, and that buzz is only getting louder.<\/p>\n

And while a new report out of the Massachusetts Institute of Technology (MIT (News<\/a> – Alert<\/a>)) recently touted a supposed breakthrough in the study of data, sticking with the basics will also yield strong results.<\/p>\n

That’s the gist of a recent blog<\/a> from Annette Miesbach, product marketing manager at cloud call center leader inContact. She pointed to MIT’s announcement that the school is working on taking the human element out of big-data analysis.<\/p>\n

“Their new system – [a] ‘Data Science Machine’ – not only searches for patterns in data, but also determines which features of the data to scrutinize for the data analysis to have predictive value,” Miesbach wrote. “This selection process has required human intuition and experience. While MIT’s results are amazing, I believe the contact center ‘human touch’ will continue to be needed well into the future.”<\/p>\n

Her point is well taken, as human intuition is something that has value when parsing data, something which machines have not yet perfected.<\/p>\n

To that end, Miesbach touted some offerings from inContact to help call centers better understand callers and what they want. Those improvements include:<\/p>\n