Data Analysis

Types of Data and Their Sources in the Contact Center

Quantitative data (KPIs) vs. Qualitative data (call recordings, customer feedback).
Data sources (phone system, CRM, satisfaction surveys).

: Analyzing Key Metrics (KPIs)

Analyzing indicators like: Occupancy Rate, Abandon Rate, Average Handle Time (AHT).
Understanding the relationships between different metrics (e.g., the effect of FCR on repeat calls).

Analyzing Complaint Trends and Patterns

Using simple reports (in Excel) to determine if a problem is increasing or decreasing.
Classifying complaints to discover recurring patterns and root causes.

Reporting and Making Recommendations

- How to present data visually (charts, graphs) for easy understanding.
- Formulating practical, data-based recommendations for management.