Real-time Data For The Long Term:why Real-time Data Helps Call Centers Plan Ahead Rather Than React

摘要

Until the middle of this decade, the most visible displays of real-time data in call centers were from reader-boards and wallboards that contain light-emitting diodes (LEDs). The types of electronic displays you now find in call centers are far more versatile, and they can present information from more sources, than LED models. Yet despite these advances, call centers primarily track real-time data not to improve their ability to planrnTo understand why this is the case, it's instructive to look at how call centers historically collected and presented realtime information. Call centers have long relied on LED displays to disseminate data among agents, like the number of different types of calls that are coming in, and how long, on average, customers wait on hold. Call centers also use LED displays to present messages that inform a group of agents about a situation they all need to know about, such as when too many customers remain on hold for too long.