Tags: Real-Time Contact Center Metrics

Posted: 05/27/2015 - 11:40 | Inova Solutions

Nothing adds to the chaos in a contact center more than emotional responses to a growing queue. In this webinar we will discuss a more planned, logical approach to the ebbs and flows of our real time environment, and ways help to generate more consistent performance.

Posted: 03/11/2014 - 00:00 | Inova Solutions

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.

Posted: 10/16/2013 - 00:00 | Inova Solutions

Almost every contact center leader analyzes the rich data coming from their Avaya Aura system in order to improve the effectiveness of their agents, better determine trends, accurately schedule their workforce, lower costs and drive additional revenues. A good deal of the information used is based on historical data from previous intervals (ex.