Monitoring service levels has always been a fundamental aspect of managing a contact center. However, advanced contact center and customer relationship software has led to an abundance of data and a growing number of reports that have become unmanageable. This influx of information has become a perplexing problem for contact center managers, as well as C-level executives, who want to make sure their contact center is performing optimally. When you’re spending a considerable amount on contact center system hardware and software, you want to make sure you’re getting its full value, including effective use of data generated. However, you don’t want to get to the point of the proverbial “analysis paralysis.”
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