“Since implementing the InsideEdge Analytics solution we have discovered some interesting facts about our contact center operations that would have gone unnoticed. This has resulted in our Supervisors having better, more meaningful data to work with and in turn, has helped our agents become more affective, and provide a more positive customer experience.”
Contact Center Types
The Contact Center industry is a very diverse industry. There are various types of contact centers that each have their own unique requirements, depending on the type of activities they are involved in. One thing that is common to all contact centers is the need for management to carry out analysis of their operations to zero in on weak or problematic areas of concern.
It is widely understood that the greatest cost to running a contact center is the labor cost, typically between 65% and 75% of total expenses. So it is critical to examine key factors that contribute to labor expenses and correct problem areas to increase your bottom line. This is where the InsideEdge Suite of Contact Center Solutions will provide insights for your analysis, on a local or global basis.