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Unlock the Value of Your Contact Center
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QDU: Unlock the Value of Your Contact Center
In this on-demand E-learning course, we address common Contact Center use cases leveraging interaction analytics within the XM Discover platform. We cover how to define filtered and custom math metrics to understand outcomes in a fictional data set.
What you will learn from this course
Cost analysis for the contact center.
Understanding main contact drivers of interactions using volume, sentiment and Effort score.
Viewing emerging trends.
Analyzing repeat calls and first call resolution (FCR) to identify potential knowledge gaps in the contact center team.
Using interaction duration to discover self-service opportunities, and identify topics that could be deflected to the website.
Provide proactive metric alerting to monitor a KPI or important metric against a goal or a threshold you define.