The call center I work at is plagued by low-tech equipment and processes. For example, we can't actually record calls unless a supervisor or QA type manually sets up the system to record a specific agent ahead of time. Worse, when we're tracking what sorts of calls we're getting, we actually use tally sheets.
Seriously - each agent has a piece of paper with a dozen categories on it, and they make little marks in the columns for every call they get. Only about a tenth of calls get reported, and it takes about 3 hours to enter in one day's worth of calls (Well, 10% of one day's worth of calls). Guess who's job it is to enter those numbers in, build patterns, and recommend areas to focus on to improve call center efficiency. Me (and my team).
After a year of begging, we're finally getting a system that will allow agents to input those categories online. It will force them to pick a category after every call, and it will generate a report that I can use, instead of stacks of paper. It'll free up almost 30 hours a week for us, and let me be accurate and to dig into specific days and times.
I'm so happy.