With hundreds of different performance indicators available, the customer contact center industry is certainly one of the most evaluated. Are you wondering which ones you should implement in your call center?
Are your forecasted call volumes excellent, but you just can’t seem to reach your targeted service level? Do you have all the necessary resources at your disposal, but find that your customer wait times continue to increase?
Discover in this anecdotal article, the intimate correlation between the functionalities of analytics and how it could be useful in the day-to-day reality of our Team Leader WFO .