A free guide to create a plan for greater efficiency in contact centres.
The subject of analytics these days includes a vast number of factors relating to customer satisfaction, the effectiveness of the contact centre employee (agent) and the internal contact centre processes.
As a centre or service centre manager, part of the quality management you have to consider is which of these factors are crucial to your business and are capable of being measured and which procedures must be put in place when thresholds are breached. Social networks can now be added alongside conventional communication channels such as phone, fax, post, email and text messaging.
Click the link below to download our full guide where we will to take you through a four-step plan to use analytics in service centres to uncover hidden information, monitor pre-defined performance indicators and present the results in a clear and comprehensible way.