ABSTRACT
The leading ACD vendors quickly learned how to provide reams of quality quantitative data and the other channels, such as email and eCRM systems have vendors who are beginning to integrate similar tools. To make this data ultimately meaningful it needs to be used specifically to improve the per formance of each individual customer contact, agent, group and campaign in a customer contact center, then manage the physical resources to serve this business. (The next chapter deals specifically with the qualitative side of this same data.)
From the beginning one of the major ACD values has been its information collecting, processing, reporting and presentation. With information from the present and the past, business progress can be tracked and understood — when, and how your business arrives as much as from whom; then, how well your busi ness captures these opportunities by the way you serve your callers. Customer focused email requests are no different.
