Hello Kate,
Let me begin by stating that an MIS Dept is a role within the contact centre that performs a specific function and is not a person. The dept may have people working in that arena, such as analaysts.
Next I think we need to properly identify what your understanding is of a call centre analyst. Please provide more detail in this regard. From an MIS perspective, the MIS dept is there to provided legible, easy to use and relevant management information to the users, most commonly in the form of a report. This information is used as a view of the performance of the contact centre and as a tool for management to make informed decisions. The MIS team should also provide the in depth analysis of the information extracted from the various sources and provide, to some extent, recommendations on improving areas of poor performance.
Short and precise.
Regards
Christopher Mills |