Call Center & Real Time Reporting
How efficient is your Call Center?
- Do you know your peak and off-peak times?
- How should you be scheduling your staff?
- What about your customer’s experience…how long were they on hold?
- Did they drop out of the queue? Did they call back?
- Was the agent they spoke with the best agent for their call?
These are the questions that help you optimize your sales, staff and customer experience. Not having this information leads to uncertainty about business decisions.
You can’t manage what you can’t measure.