Real Time Operations Control

[philzz]

Hi,

I would like to know what tools / metrics can be used to identify the performance and opportunities in a contact center. How to monitor, analyse and manage the Real Time Operations Control which can lead to better business planning and which in turn could optimize the operational performance.

I appreciate if you can help me with indepth understanding of identification and implementation for the overall performance of the contact center ( Both in-bound and out-bound )

I would appreciate if some one can throw some light with this regard. Thanks in advance for all your suggestions and inputs.

Regards
philzz