Carahsoft, in conjunction with its vendor partners, sponsors hundreds of events each year, ranging from webcasts and tradeshows to executive roundtables and technology forums.

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Splunk

Splunk for Remote Contact Center Analytics


Event Date: August 20, 2020
Hosted By: Splunk & Carahsoft
Participants joined Splunk and Carahsoft for a presentation on analytics specific to the help desk or call center. As you may be aware, our platform provides insights and correlates information around the applications, networks, and agents and provides a holistic view around the effectiveness and deficiencies of the people, the processes, and the platform. There are several key aspects to consider in management of virtual contact center services:

  • Workforce Management: Ensuring that agents are able to work productively and have everything they need to serve their customers efficiently and effectively
  • Customer Experience: Ensuring that the customer experience is positive, and needs are met as efficiently and effectively as possible
  • Service Assurance: Ensuring that the voice and data connections to the agent and to the core applications are maintained with high performance and quality standard
  • Privacy and Compliance: Ensuring that all customer information is treated in a manner compliant with regulations, securing customer privacy, and the security of systems and data, protecting from malware and bad actors

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