Today’s contact centers are swimming in performance data—data captured or generated by ACD systems, IVR systems, workforce management systems, quality measurement systems, call recording systems, and more. But standardized reports based on this data offer no real insight into how contact center performance relates to business goals. They give little guidance as to how the contact center can best contribute to the company’s overall success.
This white paper examines the business intelligence challenge faced by today’s contact centers. It introduces data marts and explains how they can be used to understand and optimize contact center activities in the context of business objectives. It shows how, with the help of a purpose-built datamart system, companies can transform contact center performance data into valuable business intelligence.