The first step to implementing a real-time performance strategy is to create KPIs and metrics that can be used to identify and address performance issues based on your contact center’s business environment and goals. With the wide variety of industries now served by contact centers, there is no one-size-fits all set of metrics. Instead, call center leaders must understand which metrics will provide the best information and drive the appropriate call to action.
Tags: Contact Center Reporting
Contact Center Pipeline published an article with ten tips for using real-time dashboards. ...The dashboards available for today’s contact center provide real-time data for the entire “team.” Taking the time to fully utilize your contact center dashboard can lead to “dramatic business benefits for companies who can provide real-time feedback to agents, supervisors, and managers.”
With the ever expanding amount of contact center data, it can be frustrating to manage contact center reporting. As Brian Hinton writes in “Contact Center Reporting,” from the December issue of Contact Center Pipeline, the variety of data requests and the number of applications that house that data “drive the need to export the data into a warehouse or spreadsheets to meet business needs.” Often, this leads to multiple problems including “data distrust