Measurable Quality Of Service

Business intelligence in the call center: Voxtron informed about opportunities and potentials Awls, 17.01.2012. Companies that want to bind their customers long term itself, must always keep in mind the quality of their service and improve quickly if necessary. Help so-called business intelligence tools that evaluate specific figures and provide information about the performance of the company. Newcastle University spoke with conviction. On the call center world 2012 Convention, the Voxtron software vendors shows how business intelligence (BI) can be harnessed for the contact center industry. Together with its system partners IP dynamics and Telefonbau Schneider Voxtron the opportunity to become the international leading trade fair for call center management in Berlin extensively about potential and workings are interested companies from February 28 until March 1, 2012 from BI in the call center environment to inform. Business intelligence is a useful tool to analyze communication processes in the call-center operation, exposing the hidden costs and thus the basis for decisions in the interest of the corporate strategy place”, said Marc Schneider, Managing Director of phone Schneider GmbH. To gather the appropriate tools key figures from statistical reports of individual systems and put them in relationship to each other: who communicates with whom, why, how long and what economic benefits? How long is the average wait time in the call center and how many calls are lost before they can be answered? These and other data be processed visually and give a clear overview to the management as it is ordered to the its call center service quality. In the Voxtron communication center, the contact center software from Voxtron, a business intelligence function is already integrated, so that the details of the call, contact or service center with little effort and if necessary also with anonymized personal data can be evaluated. Before but a business intelligence solution can be useful, it is important that management and departments determine what key figures at all meaningful for the call center are”white Christian Stolken, Managing Director of IP dynamics.

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