Big data analytics gold for the call center

There may be no corporate function that throws off more data than the corporate call center. "Every contact is counted, routed, measured and scored. Agent performance is actively measured," says Tony Filippone, executive vice president of research for sourcing analyst firm HfS Research. "Other key process owners, like finance and accounting or claims adjudication,wish their data was as rich."

Throughout the history of the contact center, much of the analysis of that data has been quantitative in nature—calls received, average hold time, call length, resolution rate. "Over time, companies added more sophisticated workforce management tools including global scheduling information—to help with network call handling, scheduling, real-time adherence-but the data collected was agent performance- and efficiency-related," says John Magliocca, principal consultant for contact center service at outsourcing and management consultancy ISG. Read more...