Operational Efficiency Analytics

Sharpening Your Business Rules

Change monitoring analytics can help you to identify if you are trending away or towards the efficient usage of Contact Centre Agents. By optimising business rules at the core of your Contact Centre, it ensures the right people can deliver the desired Customer Experience through the best channel.

  • How do you tune your Contact Centre to generate more revenue and optimise interaction management?
  • Do you make skill changes to hit Service Levels?
  • Do you find your Work Force Management is not getting it right? 

Spotlight’s insight tools allow you to quickly hone your platform and determine where to make more strategic changes in order to reduce change volume and collect huge efficiency benefits.

The first rule of any technology used in a business is that automation applied to an efficient operation will magnify the efficiency. The second is that automation applied to an inefficient operation will magnify the inefficiency. Bill Gates

 

 

 

 
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