Reporting
Reports are the lifeblood of your Contact Centre. Traditionally these have delivered exact metrics of all of your agent’s activities and call delivery. However, as the Contact Centre evolves into an integral part of your business, it becomes important that the right reports are delivered to the right people at the right time.
For example, the supervisor may require agent occupancy and roster adherence, while the CEO requires revenue and costs by customer group. Careful design of reports and business intelligence allows you to demonstrate the value of the Contact Centre to your organisation and your customers. This information can also be used to ensure training and recognition is aligned with the services most relevant to your customers.