Tag for Business intelligence


Reports, reports everywhere, but how much of it is of value?

Published under Call Centers,Customer Service on

A typical call center manager spends about 30% of his/her time compiling reports that would help improve the efficiency of agents. Some of the standard reports include: 1. Speed of answer 2. Average call-handling time 3. Delay before abandon 4. Delay between calls 5. Email handling time 6. Percentage of calls abandoned 7. Number of interactions waiting While these queue-centric…
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