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“We got calls in Queue!” How Call Center Agents “should” respond to longer wait times…a Case Study in Call Center Analytics.

At CRM we use numerous proprietary and universal analytics, methods and tools.  To understand the key drivers of desired outcomes we often use regression analysis.  Regression analysis helps to not only capture Business Intelligence, but it can easily translate into both strategic and tactical plans for refining your relationship with your customers and your organization.  Properly identifying and aligning your customers’ priorities to your organizational activities (customer-centricity), has been a focal point in our recent Customer Insights to Action – User Group discussion topics, quarterly reviews and monthly EQM meetings. It is also a major focus for the competitive marketplace as a whole. 

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