Kveta Vostra looks at the role of performance analytics in tackling the common pain points of contact centre reporting.
Problem 1 – “We spend too much time manually creating reports.”
Having the data available? Great. Spending hours and hours extracting, consolidating, importing and re-importing Excel sheets, reloading data into contingency tables just to produce a usable report? Not great.
Performance analytics gives you reporting based on data uploaded daily from the contact centre and other external sources such as CRM, Quality Management, Workforce Management or social media.
You get both a set of built-in reports that you can easily customise and the ability to create your own reports from scratch. Any report or dashboard can be exported to Excel, PDF, print or regularly scheduled email.
Wouldn’t you like updated reports in your email, ready to print, first thing every morning?
Problem 2 – “We measure everything, but it’s hard to see the big picture.”
You have the data, yes, but it’s so disconnected it’s hard to explore for connections. Performance analytics can find and pull the important data from various systems, putting all the data sets together in a single, unified environment. This shows the connections and relationships in the data, as well as among the data sources.
A performance analytics solution can help you answer such key questions as:
- I measure AHT and FCR, but how does this compare to CSAT and schedule adherence?
- Which agents have the best sales results, and how can speech analytics determine the specific behaviour that needs to be replicated?
- How does my service level influence customer satisfaction?
- What is the relationship between the FCR and NPS I’m receiving?
- Is my collections department using the best techniques to maximise the number of clients who promise to pay?
Problem 3 – “I hate the ‘How are we doing?’ question.”
Admit it: You’re rushing to get to your 8th-floor office in the morning. Standing at the elevators is her – your boss. Suddenly it’s Fitness Day – eight flights of stairs, just to avoid the “So, how are we doing?” question.
With performance analytics you can take the elevator, since the data to answer “How are we doing?” is always with you on any device, smartphone or tablet, ready to show her the key numbers and trend directions – if she hasn’t already studied them on her smartphone over breakfast.
With thanks to Kveta Vostra at ZOOM International