Published: November 21, 2013 | Comments
Does your contact center using data to empower managers with real-time key performance indicators?
We asked our community this question last week, and the results show that 69% do.
So what are the metrics that we should be empowering our leaders with? ICMI has spent a lot of time over the past few months examining how contact centers can best use big data. We'll be releasing the full report later this week, but the research reveals inefficiences with the way we collect and customer data. As a result, agent productivity is compromised.