Techniques used in spotting, digging-out, and analyzing business data, to support better business decision-making in the call center or contact center.
There are actually a lot more than three call center metrics that can kill your business. I often get opportunities to help clients identify problems they were innocently unaware of that lead to solving problems they were aware of. Working with metrics often results in situation like this. It is fun to help clients identify problems they didn’t even know [...]