Business intelligence, analytics and big data have been buzzwords in the IT industry for a while now, and the old saying that “you cannot manage what you cannot measure” will hold true for many years to come.
For most contact center managers however, this is old news.
The contact center as been a source of vast amounts of data for decades, and being a former call center agent myself, I can testify that every move made by an agent is somehow measured or analyzed, and....