Customer acquisition and retention heavily rely on the service type and quality experienced by customers. Therefore, Quality Assurance (QA) becomes a crucial practice in Contact Center businesses to meet the business metrics influenced by customer interactions.
Workforce management (WFM) for contact centers involves the strategic coordination and optimization of various resources, including personnel, technology, and processes, to ensure efficient and effective operations within a customer support environment
Lets discuss in-detail some of the many KPIs (Key Performance Indicators), their technical understanding, business relevance and sample visualizations.
Contact Center Analytics refers to the process of collecting, analyzing, and interpreting data generated within a Omni Channel Cloud Contact Center environments like Gynesys, NICE, Five9, Cisco, Avaya, Zendesk, Talkdesk, Amazon Connect, Dialpad and others