Managing Call Center Staffing Through Phone Data

Managing Call Center Staffing Through Phone Data

There are many reasons that staffing needs fluctuate for call centers. Some of those reasons might include predictable patterns such as seasonal demands or typical call flow, such as a doctor’s office receiving more calls in the morning. Other reasons are predictable, but are more sporadic – such as a product launch or software update. […]

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The Holy Grail of Contact Center Analytics

The Holy Grail of Contact Center Analytics

Call Center managers need easy access to analytics that help them make good decisions when it comes to staffing levels, employee productivity and understanding the customer experience. Many contact center call reports provide a limited summary of performance, requiring managers to run multiple reports from different locations to get to detailed information that drives key […]

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