ALEXANDRIA, Va., Feb. 21, 2013 /PRNewswire/ -- A new white paper produced by SOCAP International, the Society of Consumer Affairs Professionals, explores Big Data as a challenge and an opportunity for customer care professionals. The white paper is written to help SOCAP members—customer care executives at leading brand name companies—identify the issues, see the possibilities and parse the options in advancing a game changing Big Data agenda.
Big Data supports several key functions from a customer care perspective, including customer service and support, assessment of customer satisfaction and quality, amplification of the voice of the customer within the enterprise, operational exception spotting and trouble shooting and trend analysis. The increasing use of sophisticated data analytics tools by business users is also helping companies gain new insights into customer expectations, attitudes and behaviors.
"The Big Data discussion is exciting and will continue to make a huge mark in businesses. That said, Big Data is both a reality of the present and a wave of the future in customer care," said SOCAP President and CEO Matthew D'Uva. "Our goal in developing this white paper is to help our members better understand the potential of Big Data, to see new opportunities for its effective use and to better communicate its relevance for customer care within the enterprise."
D'Uva said the white paper is one of many activities SOCAP will be undertaking to educate its members about Big Data, including webcasts, conference sessions and additional white papers. A copy of the new white paper is available here.
Headquartered in Alexandria, Virginia and formed in 1973, SOCAP is composed of over 2,000 best-in-class customer care executives and professionals from over 100 brand name companies throughout the U.S. and Canada. SOCAP is a member-driven organization committed to promoting customer care and engagement as competitive advantages. SOCAP members include vice presidents, directors, and managers of customer care and consumer affairs as well as hundreds of business partners, individuals representing the solution provider community. SOCAP member benefits include education and training, peer-to-peer networking, relationship building, partnership programs, conferences and seminars, news and information, research, and more.
Visit SOCAP on the web at www.socap.org.
Marjorie Bynum, VP, Education and Communication
SOURCE SOCAP International