Receiving actionable intelligence is two-prong and is a necessary challenge for contact centers to overcome. Reporting and analytics deliver answers to improve customer experience, and performance strategies and offer a near-real-time understanding of how the contact center is doing.
Both analytics and reporting create a smart contact center that can keep track of multiple channels, across multiple locations, and give full visibility across the contact center and organization.
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Reporting for a contact center is as it sounds, showing you what is happening throughout the center. Reporting assembles raw data flowing into your contact center from several streams and transforms it into key performance metrics (KPIs}. Every action an agent takes creates data that shows the specific activity and how it affects the center’s operation. The issue with raw data is that it’s endless and is difficult to understand in its raw state. The solution to this problem will be covered later on this page.
Having data is known to be a good thing for a contact center, how else can you improve the customer experience and performance of your employees? For contact center reporting, there are specific benefits that help build a knowledge base and improve the operation from the customer end to the agent’s workplace satisfaction:
Contact center analytics revolves around the tools and processes used to gain insights into business performance. It addresses the raw data problem reporting mentioned earlier. Analytics software processes unstructured data collected from different sources into useful reports and can then turn it into business intelligence strategies as well as customer-centric strategies.
Touched on earlier while discussing reporting, there are several types of contact center analytics that can be implemented for a better understanding of raw information:
Analytics reports and reporting software can get confused as they are closely tied to one another. It’s essential to understand the difference in order to gain the advantages of implementing both:
Reporting takes raw data and transforms it into key performance metrics to illustrate what is occurring within the contact center while analytics identifies patterns and trends in data to show actionable information. Essentially, reporting helps you see and analytics tells you why you’re seeing it.
All contact centers have unique reporting and analytics needs as each is providing customer support for a different business, there are standard KPIs that any contact center should be measuring using both reporting and analytics, no matter the industry, such as:
All these metrics are gathered via reporting and through analytics software can help a contact center determine where they need improvements. With Cerium Networks, we provide contact center solutions that are personalized across all touchpoints for customers and the agents who assist them. Discover how we implement reporting and analytics to bring its benefits to your contact center.