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 are analytics for speech, agent adherence, IVR, CRM, agent performance, contact center combine
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 so come see how Spectrum has been to help many with this
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 must finalize the purchase through em
There are many challenges in the day of the contact center manager. This short list of problems is just some of the challenges a manager faces. Reporting tools may solve or at a minimum reduce the impact of these challenges.
Performance Measurements for agents and groups
Product / Services awareness
Performance Measurement is the aggregated repor
When contact centers are looking to improve overall performance they typically look to these applications. Each of these applications is a reporting tool that will display contact center metrics. The difference between each of these is the target audience. So to answer the question, which works best in the contact center, you will need to:
State clearly the challenges that exist in the con
The contact center is often over looked, have their budgets thoroughly reduced and do not get the benefits of adequate physical space. However, the contact center has more data incoming than any other department within the corporation. Each call is tracked, analyzed and measured throughout the length of the call. Data is sorted, combined and totaled by queue, agent, group and the entire cont