Business Intelligence, Data Integrity, and Integration for Call Center Management
New trends and business models – such as outsourcing and “virtual” contact centers – are drastically changing the way today's call centers operate. Agent activities and customer interactions are more difficult to track, effectiveness is harder to assess, and superior service is more challenging to ensure.
Information Builders' industry-leading business intelligence (BI) and analytics, integration, and data integrity software provides call centers with full transparency into all facets of their operation. Whether providing support, driving sales, or a combination of both, call centers can leverage their enterprise information to monitor call volumes, evaluate agent performance, improve service levels, boost up-sell and cross-sell, and more.
The city of Columbus, Winston Brands, PNC Bank, and other successful organizations trust Information Builders technologies to transform enterprise data into valuable call center insight that promotes higher levels of profitability and greater customer loyalty. See their stories here.