Analytics
The key to effective management of service and sales is accurate information. You need to know how your team is performing.
CommonSense Analytics delivers accurate information to your desktop showing performance against target, clearly highlighting any problem areas so you can take immediate action.
Team Performance
The Team Overview shows overall performance with reasons for calls, performance against target, issues open, pending action and resolved.
Dynamic drill down allows you to "slice and dice" the information at any time.
Driving Performance
CommonSense Analytics gives real time and historical views of every interaction. It looks at:
- Why people are calling
- What type of issues are the hardest to resolve first time
- Performance in resolving issues first time
- What information is most/least helpful
- Are there any new issues which need better answers
- Which issues are least likely to generate an add-on sale (move to web self service)
CommonSense business analytics is a daily tool to monitor performance and drive improvements.
Contact us to learn more...
