Archive for the 'Dave Bethers' Category


7 Ways BI Improves Agent Efficiency & Productivity in the Call Center

Improved agent efficiency and productivity turn call centers from a cost into a profit. The two qualities can also create a competitive advantage, which is key for growing organizations. If customers receive the help they need quickly and courteously, they’re more likely to stick with a company and spread the word about the experience with friends and family. Continue Reading »

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Top 7 Benefits of Incorporating BI into Your Call Center Solution

Business intelligence (BI) is becoming a critical function of call center operations today. Without insight into the vast amount of data that organizations generate, call centers can often fly blind. They have no visibility into how the center is performing – or what impact that can have on business outcomes. Without that knowledge, managers and executives have no way of knowing which financial or operational strategies will have the most impact. They essentially have to base decisions on gut instinct and interactions with agents. Continue Reading »

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Business Intelligence: Is Your Call Center Equipped to Move Past Spreadsheets?

In the past, spreadsheet-driven analytics dominated old-school private branch exchange (PBX)-based call centers. With new advances in call center technology, including the development of business intelligence (BI) software, spreadsheets are slowly becoming a thing of the past. Continue Reading »

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Using Competitive Analytics to Improve Your Call Center

It’s no secret that data analysis can provide many useful insights to businesses, but gathering, analyzing and then implementing changes based on data can be difficult. Competitive analytics gives you real-time business intelligence, analytics and reporting through easy-to-navigate and customizable dashboards. Eliminating the Hurdles While the consensus is that business data analysis is important to a company’s success, actually diving…
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