Call Center Analytics 101–Everything You Always Wanted to Know

NCMA

Call Center Analytics 101–Everything You Always Wanted to Know

By Tammy Marinac

“Analytics” is one of the biggest buzzwords in the business world—and now the call center world is buzzing about it as well. But, as with most new technologies, exciting conversations about the potential tend to race ahead of the basics. To help you get started, we’ve put together everything you need to know about call center analytics—from how the tools work, to the best ways to start using analytics to drive value for your call center and your business.

Let’s start from the top.

How Do Call Center Analytics Work?

Analytics tools mine data to identify patterns and trends. This data is used to provide a wide range of business intelligence, reveal insights hidden in the call center and unlock the value of “big data.” Many businesses use analytics tools across their organizations, but there’s a massive amount of value for these tools specifically within the call center.

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