A large retailer found itself far behind the competition in its ability to analyse and derive valuable management information from its contact centre data. While it knew what was going on in its stores, it had very little insight into its contact centre.
In particular, with no automated reporting, our client was unable to accurately measure key events, wasn’t able to predict volumes or customer behaviour and couldn’t quantify reasons for calls. That, in turn, meant that it had no knowledge on which to base efforts to improve the customer experience.
