It’s All About the Money, Honey
A simple story
From the moment the first call rang through at the first agent’s desk, your call center systems started logging data that told the story of how your new organization was performing. The story was relatively simple in those early days, and the standard reports generated by these operational systems answered your basic questions. If they didn’t, you simply fired up a spreadsheet and did a little cutting and pasting of data from various sources to answer more complex questions as they sprang up.
From a trickle to a torrent
But then your contact center itself started getting a lot more complex — more agents were added, then more call center sites. New applications for handling agent scheduling and customer information were brought aboard. Then web interactions swelled from a trickle to a torrent. Suddenly, your call center is now a multi-channel contact center, with half a dozen major systems generating reams of data.
Taking center stage
No wonder contact center managers, supervisors and analysts are getting over-whelmed. According to Ventana Research, less than a third of companies in a recent survey could produce a scorecard showing all the key metrics needed to assess how well their contact centers were performing — just at a time when the contact center is taking center stage in many organizations.
About Symmetrics
Symmetrics Business Intelligence builds, implements and supports software that solves the problem of reporting and analyzing data from any system or application found in today’s contact centers. We've been doing it for over 18 years for contact centers all over the world, big and small.
Because Symmetrics takes best practices from business intelligence and data warehousing and applies them to the specific do-main of the contact center, our solutions fit each customers' unique reporting and analysis needs, no matter how many different systems, applications, or call center sites they have. And with hundreds of call center implementations under their belts, our professional services team has the experience and insight to ensure every project's success.