As the customer experience becomes a critical driver of competitive advantage and business value, the contact center is becoming the central source of customer intelligence.
Yet, when you combine all the ways customers communicate with all the multiple systems in the contact center, including automatic call distribution (ACD), workforce management (WFM), customer relationship management (CRM) and enterprise resource planning (ERP), using spreadsheets to extract business intelligence quickly becomes very complicated.
If you’d like to learn why it’s time to move beyond a spreadsheet, download Get Smart About Contact Center Reporting to learn:
You’ll also learn the two simple steps you need to effectively deploy a business intelligence solution in your contact center.