Three Part White Paper by Henry Baird, Telecom Directions
Learn how to “Maintain Service Quality in the Contact Center” with this three-part report series developed for call center managers by Henry Baird, industry analyst. Each installment covers important operational topics such as ensuring data validity, using telecom analytics to improve performance, and how to leverage customer satisfaction. The entire series is available now in one download.
Part I: Ensuring Data Validity
Build customer loyalty by intelligently gathering, analyzing and interpreting relevant data from throughout an enterprise. The report illustrates how superior sales and service results from management decisions that are based on valid and reliable performance information.
Part II: Analytics as Decision Support
Explore the link between valid call center performance data and meaningful business intelligence. This report explains higher-order analytics tools used to deliver customer-centered business intelligence that will guide the advancement of agent work skills and support decisions related to financial performance.
Part III: Leveraging Customer Satisfaction
Address contact center performance by enhancing agent productivity that contributes to organizational profitability. This report focuses on the use of analytics tools and custom applications, both to improve agent skills, and to produce meaningful performance data for the benefit of the business process.
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