From content and data to results DATA INFORMATION INSIGHTS RESPONSE Raw numbers that we capture following a certain standard A collection of data points that we can use to understand something about what's being measured Understand what's going on with a particular situation, context or phenomenon Using the insights in order to achieve a desired outcome and achieve positive results Which actions to take? For that we need insights! In real time Many CCs today CC’s with visual performance management solutions
Real Time Cross-System Info / Insights Improve agent productivity with real-time information, performance metrics and key performance indicators to deliver information that empowers your agents to make quick, informed responses. Democratically disseminate KPIs with data alert thresholds to desktops and mobile devices — allowing managers and staff to take quick action anytime and anywhere.