4. Call center analysis when you need it

Read the fourth answer in SearchCRM.com's call center agent quiz and more detailed information on workforce optimization and call center performance.


4. Call center analysis when you need it

_____ is a technology that allows call center agents to access all available enterprise data and resources at once. It consists of dynamic analysis and reporting, based on data entered into a system less than one minute before the actual time of use. What is it?

a) Call center intelligence applications
b) Real-time analytics applications
c) Off-time analytics applications
d) RAT applications

ANSWER: B

Real-time analytics is the use of, or the capacity to use, all available enterprise data and resources when they are needed. It consists of dynamic analysis and reporting, based on data entered into a system less than one minute before the actual time of use. Real-time analytics is also known as real-time data analytics, real-time data integration, and real-time intelligence.

Real-time analytics can be used in CRM analytics, which includes all programming that analyzes data about an enterprise's customers and presents it so that better and quicker business decisions can be made.

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This was first published in August 2006

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