Presented By: Mark Lepko, President North America, Altitude Software
On Demand: Live Date- September 2009
Today, the contact center has become, on its own merits, a key success factor in the corporate business analytics strategy, providing insight and valuable knowledge regarding customer behavior. To capture this gem, companies must know what to look for, what are the critical contact center metrics and KPI’s, where this information is available and how to get it.
To make an informed decision managers need relevant data that will allow them to understand the issue and make the most appropriate decision, in that moment. The reality is that often what they get is either raw data or data useful from an operational point of view but meaningless from an analytical perspective. This scenario is no longer acceptable and managers everywhere need to adopt a more aggressive and proactive approach on how to explore the myriad of data available in the contact center.
From this session you will take away --Contact Center Analytics building block--Identify the most important contact center metrics--How to explore and extract the critical data hidden in your contact center
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