Performing Analytics on Call Center Data
Ask any executive if they know what’s going on in their call center, and they’ll assure you they are in control and they know what’s going on. (Executives are always in control and always know what is going on, or so they say.) Then ask the executive what’s actually taking place in the call center, and the executive will say, "We get 10,000 calls each day, and the calls last for 4 ½ minutes." Press the executive a little more: "What are your customers actually saying?