Challenges in Efficient Customer Recognition in Contact Centre: State-of-the-Art Survey by Focusing on Big Data Techniques Applicability

The pulse of today's business processes, competition and technology can be well observed in the increasingly available information companies are confronted with. Particularly, the importance of information leads to big data which makes it even more difficult for companies to manage their information and costumers. Contact centers (CCs) as the main touch point of organizations face the major issues in managing their costumer efficiently. This paper will focus on the role of big data in empowering the current contact centers to shift to the next generation of CCs. Based on the current literature on CCs, four gaps are identified that by addressing them can be the first step in this shift.