Call Center Analytics

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Analytics: To study or analyze a problem or challenge in detail and breaking it down to determine the cause of the problem or failure.  In the call center there are many areas where failure can occur which may be the cause to part of the challenge or the overall problem. Within the call center there… Read more »

IAUG Converge 2014

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  The best User Group event of the year is just around the corner. Join us at IAUG CONVERGE2014! Spectrum sales, technical support and software development will be in the Spectrum booth showing off a variety of product features and contact center benefits.  Big data has become critical to the success of the contact center… Read more »

Why is multi-channel communications increasing?

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Why is multi-channel communications increasing? I met with a customer that has multiple groups within the call center.  The purpose for each group is to manage separate languages.  This call center supports more than six languages to help potential customer purchase their products and services.  However, for some customers to make the final purchase they… Read more »