David Preece, Principal Solutions Consultant at QStory, and 28-year veteran of the contact centre planning industry, shares his thoughts on solving the back-office challenge.

It’s fair to say that, in the world of contact centres, information is King. It is vital to the success of the centre and to the relentless spinning of the planning cycle that we understand what drives our work, how long it takes to do a piece of work, how productive our agents are and what agents are actually doing versus their schedule. Oh, and about a million other data points are really useful, too.

Thankfully, information and data are not in short supply when agents are in a ‘live’ channel such as telephony or chat. There is a veritable feast of data points for analysts to gorge themselves on in these channels, helping the business to have visibility of every single thing that an agent does, every second of every single day.

And people like me who love splashing about in data have a whale of a time scuba-diving to great depths to find ever more insightful ways to use that visibility to bring clarity and eventually success to our businesses.

It’s a real pity that the same can’t be said for the back-office environment.

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