BPO Analytics

At a contact center, alarm bells clanged when it was suddenly observed that the wait times shot up by 2x, and resolution time by 4x. This raised several red flags...

Call Centers or Contact Centers record thousands of data points per second. These data points carry a wealth of information. They help businesses to understand their customers better, optimize their...

With one eye focused on delivering excellent customer support and the other on efficiency, a call center needs robust mechanisms to get actionable insights on their everyday operations. Predictive call...

Debt collection is one of the most complex portfolios that need multiple KPI iterations to recover lost revenue. Each iteration impacts decision time and the revenue margin. Speed and right...