International Journal of Computer and Information Technology (IJCIT)
In this paper, the authors take a look into the world of business intelligence and the implications this field of study has on the modern call center. This paper includes a discussion of the factors driving the need for business intelligence, a discussion on the benefits and challenges of business intelligence implementations while concentrating on business intelligence capabilities and the associated enabling technologies. The top key performance indicators of a call center are discussed. Included is a case study on the award-winning successful implementation of the Northeast Utilities CallLogic business intelligence project.