Call centers create an abundance of data which can be used to measure performance and track customer satisfaction. These three steps will help you use the real-time data available from your contact center effectively and reach your performance goals.
Tags: Call Center Data
LightLink 5.12.61, Inova Solutions’ core performance management software for contact centers, increases the speed and responsiveness of the supervisor application by approximately 30%, making it easier to add and modify system users.
For the seventh year, DMG provides the Contact Center Performance Management Market Report including details about “vendors, products, technology, market trends and challenges, benefits, return on investment, competitive landscape, market share, market projections, adoption rates, pricing, and best practices.” Inova Solutions is one of a handful of featured vendors that are capable of providing real-time performance management solutions.
There is a lot of talk about big data and metrics in all industries today, and the contact center world is no exception. An article in the April 2014 CRM Magazine highlighted one of the weaknesses of this new push for more data: “our view of data often doesn’t extend further than numbers.” In the article, “Data Versus Knowledge,” Denis Pombriant writes that the numbers we often think of as data are quantitative, which is only one type of data.