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What is Business Intelligence and Why Do Contact Centers Need It?

Business Intelligence

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Author: Spencer Peterson

What is Business Intelligence?

Business intelligence (BI) is a key asset for any organization, especially as the amount of data available continues to increase in this digital age. Sadly, there are many that do not know what BI is and are suffering because of it. Business intelligence is the process of gathering, organizing and analyzing data in order to make more informed and strategic decisions. It improves decision-making and provides a greater advantage for call centers as they plan for the future.

Why Call Centers Need Business Intelligence

Fyodor Dostoyevsky, a renowned 19th-century novelist said, “It takes something more than intelligence to act intelligently”

For contact centers, that something is a business intelligence solution. 

Call centers are constantly bombarded with information from calls, recordings and third-party analytics. This and more must be juggled, while managing agents, evaluating workforce performance and keeping up to date on industry guidelines and compliance regulations. Ironically, it is this never-ending flood of information within call centers that makes it difficult to stay focused and make informed decisions.

When properly introduced to a call center, business intelligence tools automatically, and in real-time, gather, organize and analyze data from a variety of sources  — decreasing processing time and allowing for corrections and adjustments to be made immediately. Along with increased speed during this process, these automation tools also improve data accuracy, by minimizing potential human error. 

This more accurate data means that predictions on future outcomes for call centers and goals are more detailed. This is useful when measuring agent and operational performance as it gives you the opportunity to not only find current and potential issues in any level of your call center, but to also replicate the performance indicators shown by high-performing agents in future training.

If this all wasn’t enough, TCN’s Business Intelligence comes with built-in automated reporting, customizable dashboards, data security and compliance features. Making your call center complete with the tools necessary to not only be intelligent, but to act intelligently. 

Learn how you can better train your agents as you gain more insight into your workforce through TCN’s Business Intelligence.

About the Author: Spencer Peterson


Spencer Peterson is a Content Writer for TCN, a worldwide leading provider of cloud-based call center technology. He focuses on developing dynamic messaging for blogs and social media. In his spare time, Spencer loves to cook and enjoys quiet time at home with his family and the occasional dance party.