Cox Communications began providing key real-time metrics to agents and center managers about ten years ago to allow them to “react quickly…and to improve responsiveness,” according to Monterio Woodson, the director of Customer Management Systems. By utilizing Inova LightLink, real-time metrics are retrieved from the ACD system and then shared with employees using Inova OnAlert display systems.
Tags: Contact Center Managers
The article, “Big Data Prompts ‘Analytics Everywhere’ Solutions,” highlights the well-known challenge that much of the big data solutions target a small group of employees rather than the larger number of employees in business areas who can apply and use the metrics to change behavior.
It’s January, so it’s time to start fresh and think ahead to what the new year might bring. What can we expect to see, hear, and learn more about in the contact center field over the next 12 months?
With the ever expanding amount of contact center data, it can be frustrating to manage contact center reporting. As Brian Hinton writes in “Contact Center Reporting,” from the December issue of Contact Center Pipeline, the variety of data requests and the number of applications that house that data “drive the need to export the data into a warehouse or spreadsheets to meet business needs.” Often, this leads to multiple problems including “data distrust
In the August 2013 edition of Contact Center Pipeline, Brian Hinton writes, “while IT might hold the keys to technology delivery and support, the contact center must use technology wisely to achieve business goals.” At first, this seems to be a simple enough statement; however, it is really quite loaded once you start to break it down.