Contact centre analytics involves analysing customer interactions, agent performance, and operational data to gain insights into customer behaviour, agent effectiveness, and overall contact centre efficiency. This data can be used to make data-driven decisions about staffing, training, and resource allocation.
In this post we share seven exercises to help develop these skills – during new hire training, team meetings, huddles, or coaching sessions.
Contact centre analytics involves analysing customer interactions, agent performance, and operational data to gain insights into customer behaviour, agent effectiveness, and overall contact centre efficiency. This data can be used to make data-driven decisions about staffing, training, and resource allocation.