Have you ever been blindsided by issues in your contact center? Still manually compiling data from different systems? Need timelier, more flexible reporting?
If so, youíre not alone. Most contact centers are dependent upon incredibly limited reports that canít provide the critical and timely data and alerts essential for crisis prevention and optimum performance. Fortunately, recent innovations in contact center performance management technology means that you donít have to struggle with reporting anymore. There are now flexible, real-time and historical reporting tools that can adapt to your specific, evolving business needs.
The Right Way to Do Contact Center Reporting Authored
by DMG Consulting
Download this groundbreaking white paper authored by renowned analyst Donna Fluss today to learn how:
Most contact center technologies generate lots of reports that are saturated with data but lack meaningful, actionable insights Ė they don’t really tell you anything useful.
To perform at optimum levels and avoid serious problems, contact centers must have access to real-time alerts and notifications that let managers know when there are issues that need immediate attention; historical performance and trending data reports are also absolutely essential.
How new QA solutions can enhance the customer experience, increase agent satisfaction and improve QA specialist productivity by 15 to 20 percent
Many contact centers are not measuring the right KPIs Ė it’s crucial to know the top KPIs actually being used in successful contact centers today
The right reporting tools help contact center managers improve service quality and the overall customer experience and help identify agent training needs, ultimately yielding productivity savings and improving the bottom line.