The Contact Centre Guide to the 4 Types of Analytics
According to Gartner Inc.2, having advanced analytics are a key corporate objective, driven by the need to increase user access to advanced analysis and deepen business understanding. Alexander Linden, Research Director at Gartner3, stated that even though advanced analytics has been around for more than 20 years, big data has increased interest in the market […]
Using Business Acumen as a Framework for Success in Contact Centres
Here’s what every contact centre manager needs to know about the value of Business Acumen and how to apply it to get results fast! You open your email in your inbox from the BI department. It is the customer services KPI report from yesterday. Unbeknownst to you, there’s a massive increase in repeat calls. Your […]