Harnessing Contact Center Data for Actionable Results by Cheryl Helm

Contact centers have always had a plethora of data, but in the last few years the amount and sources of have grown dramatically. Still, when it comes to supporting an integrated contact center, understanding what data to use and getting robust measurements can be tricky.
What Contact Centers Expect
In the past, contact centers have emphasized historical and real-time information about inbound and outbound calls -- the quantity; Dialed Number Identification Service; the customer’s automatic number identification; time in queue; status (answered, abandoned, overflowed, or went to voicemail); which agent answered; call duration; time spent in after-call work). Agent-specific data, such as login and logout and all the various agent activities, like call codes and work modes, also has been important; this data is captured by the ACD or contact routing application.
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