Most Contact Centres use Spreadsheets to Produce Metrics

According to our poll, 74% of contact centres use spreadsheets to produce metrics. This was a much higher percentage than the second most common system, using a consolidated dashboard, a method used by 39% of contact centres.

Poll – “What do you use to Produce Your Metrics?” – answers

Spreadsheets – 74%
Enterprise Business Intelligence tool (e.g. Cognos) – 21%
Contact Centre Analytics – 32%
Home built system – 28%
Consolidated dashboard – 39%

(Multiple answers were allowed during this poll, so the total does not add up to 100%.)

Source: Call Centre Helper webinar: Metrics that Matter     Sample size – 149     Date: October 2013