Running a contact center is hard – not unlike the challenge that the world’s favorite hero faced when he opted to coach a rag-tag bunch of players in a sport across the ocean he knew nothing about.
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Business intelligence (BI) empowers business users to glean valuable insights from data using agile self-service programs without requiring IT intervention. Understanding your company’s valuable data can take the guesswork out of decision-making, improve coordination between departments, and help align core business initiatives. This article will help you understand the basics of BI and why it needs to be a priority for your organization.
You may think your contact center team delivers a great customer experience, but does your data support this notion? Each contact center has its own programs, with goals and objectives set by the management, client, or other key stakeholders. While there are several agreed key contact center metrics you need for a balanced perspective (i.e. customer satisfaction, first contact resolution, agent satisfaction… etc.) there are two metrics that are within your span of control to effect immediate outcomes.
Data doesn’t lie. It shows the truth of what is really happening in your company and call center.
The Genesys Cloud (formerly PureCloud) scene is growing like crazy! They’ve continued to earn their place as a leader in the Contact Center as a Service (CCaaS) landscape and regularly appear in Gartner’s CCaaS Magic Quadrant. However, among the superlative reviews, there is one consistent theme: can Genesy Cloud reporting be customized? With the Genesys […]