How to Know What Happened Yesterday – and Why

Many real-time analysts find themselves having to start the day super early, just so they have enough time to look back over what happened yesterday and present what’s in store for today. In this episode, Dave Preece explains how you can remove the manual gathering of data and get an accurate picture of what’s happening in your contact centre.

A huge amount of manual work goes in to extracting the data and pulling it into a report all in time for the mid-morning review meeting. Planners can only look at so much data and it’s simply not realistic to manually provide a deep-dive analysis every 24 hours.

Planners are so consumed by the labour-intensive process of collating and checking data, and producing reports, that there isn’t any time left to deliver true insight.

A situation occurs where you can see what happened – but don’t know why. For instance, noticing that the schedule adherence was above or below target is one thing, but did it lead to a dip in performance?

What’s needed is effortless insight, without the excessive legwork.

Insights at Your Fingertips

With QStory’s Why Detector, planners gain access to meaningful insights that they can react to quickly.

Updated every 15 minutes, the Why Detector automatically generates reports that not only tell you what is happening on the day in your contact centre, but the factors behind these changes too.

Real Insights That Drive Real Improvements

The Why Detector works on your behalf, considering thousands of data points to analyse performance and identify reasons behind various performance levels. This means planners can drill down and find out what real issues they may be facing.

Best of all, planners don’t have to wait until tomorrow to find out what’s happening now. It updates throughout the day, enabling them to get to the root of issues in flight and lessen their impact there and then.

This blog post has been re-published by kind permission of QStory – View the Original Article

For more information about QStory - visit the QStory Website

Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.