If you are taking a role of managing customer services for a call centre, this would be a webinar for you.

If you are overwhelmed with this responsibility but you lack information to manage the request backlog, exceptions, team members and service agents, you may be seeking a analytics solution with the following functions:

1.      List of service calls (cases) from all perspectives
2.      Easy to review recent service calls (cases)
3.      Enable to present cases in calendar form
4.      Analysis on case distribution by hours
5.      Composition of all cases by various dimensions
6.      Performance analysis on completed cases
7.      Analysis of open cases by number of outstanding days
8.      Analysis of the trend of case counts in difference dimensions
9.      Identify service agents with exceptional productivity
10.  Review how long service agents followed up) to on cases

The speaker will showcase how you can gain control with effective dashboards. With them, you will be able to easily identify an exceptional area to focus on with drill-down details in all dimensions. You are then able to make data-driven decisions without reading a single operational report!

This is a not-to-be-missed opportunity to understand how a BI solution can improve your team productivity and performance with appealing dashboards. You will certainly find this webinar a worthy one.

Language: Cantonese (Supplemented with English)