The small business call center, also known as contact center, is often the first point of contact customers have with your company. They purchase a product, experience an issue and need to contact your company directly to resolve the problem.
With so many ways to communicate, the traditional call center has evolved into a "contact center." And the cloud contact center model augments the traditional phone call-based approach with more modern communication forms, such as text, chat and email, in most cases integrated with each other. The modern cloud contact centers provide access to analytics and reporting, which help businesses gain important insights into how their business is performing.
Dashboards that present small business data analytics can provide tremendous insight into day-to-day operations. The data can answer previously anecdotal questions, such as:
- How many calls am I missing?
- How is that impacting my business?
- Do I need to add more agents to support incoming call volumes?
- Are there times of year when I need more or less support?
The good news for a small business call center, is that the answers to these questions reside in some basic analytic metrics. A clear view of those metrics can help enhance your operations.