Your Call Center by the Numbers, or How I Lost $2099.60 in the Stock Market

My wife says I should blog about the time I lost $2099.60 in the stock market. It was this week, so it’s timely. She’s one of my favourite people, so I’ll indulge her. So, I logged into the website for my discount brokerage, and found that in the weeks since I last looked, one of my new favourite investments was down a whopping $2099.60. Continue reading Your Call Center by the Numbers, or How I Lost $2099.60 in the Stock Market

Populating Client Information – Part 3: Getting the Data Back Out

Data that can’t be extracted or reported is worth less than data that can be reported. In “Populating Client Information to Agents In Your ACD” Part 1 and Part 2 discussed getting data into the system and to agents. Once the agent has gotten their hands on it, there can be updates, changes or even new data that needs to be reported back. Details about the call usually also falls under the rubric of exportable/reportable data.
Continue reading Populating Client Information – Part 3: Getting the Data Back Out