Reporting & Analytics for Contact Centers

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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What is Contact Center Reporting?

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.

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Advantages of Having Reporting

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:

  • Improving the customer experience: real-time reports can help track customer success, customer effort, demands, and customer sentiment.
  • Enhance agent performance: It’s easier to manage agents if you know where they need improvement and what tools they need to deliver the best customer support they can. Reporting tools help deliver data on speech, text, interaction with customers, self-service, and omnichannel data to ascertain what is needed and where.
  • Manage costs: contact center operations can be very expensive and reporting can provide the insights needed to better streamline the operation, cut unnecessary steps, and save money by further simplifying the process and eliminating inefficiencies.

What is Analytics?

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.

Types of Analytics

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:

  • Speech Analytics: processing data to better manage the customer experience by learning from both positive and negative interactions, as well as how to mitigate the issues through agent training. 
  • Text Analytics: Analyzing the transcript of text (chat) interactions between an agent and customer. This type of analytics can be used for social media and email, as well as chats. 
  • Desktop Analytics: Monitoring the desktop activities of agents and the system performance of their hardware. This helps to improve the performance and security of the desktops as well as provide coaching opportunities for agents.
  • Self-Service Analytics: Using this type of analytics, a contact center can discover areas of improvement for an array of self-service solutions and gain a more true picture of automation rates, efficacy, and sentiments toward the self-service tools.
  • Proactive Analytics: Management can identify and evaluate ways to better communicate with customers by seeing developments in real-time. This can be reacting to a service or product’s popularity or reducing production when sales decline. These analytics also provide project trends so that the company can better adjust to pain points.
analytics and reporting.

Difference Between
Reporting and Analysis

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. 

Give Your Customers
Everything They Expect

Artificial Intelligence

With an AI-powered contact center, employees and customers can leverage the latest in AI and machine learning to achieve exactly what is needed in the moment.

Omnichannel

Today’s consumer wants to connect using voice, chat, email, text, social, and self-service options. Provide a seamless experience across all devices and touchpoints.

Workforce Optimization

Workforce management (scheduling, forecasting, etc.) and quality management (call/screen recording, surveys & evaluations, etc.).

Chat

Chat with prospects and customers for personal, real-time interactions.

Reporting & Analytics

Visibility across all channels to ensure operation at peak performance and make data-driven business decisions.

User Adoption

Ensure a smooth transition and a quicker return on your investment with innovative user adoption strategies.

Integrations & Apps

Extend your contact center tech stack — from CRM integrations to fresh ways to use artificial intelligence and automation.

Self-Service/Bots

Give your customers 24/7 self-serve assistance with intelligent automation.

Contact Center Assessments

Cerium contact center assessments uncover new opportunities for revenue, reveal inefficiencies, and remove friction from your customer experience.

KPIs and Business
Intelligence Strategy

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:

  • First Contact Resolution: percentage of resolutions on the first interaction
  • Adherence to Schedule: The total time a call center agent is supposed to be handling customers vs what they are.
  • Customer Effort Score: Measuring the customer experience with a service or product.
  • Agent Occupancy: The time that agents spend handling incoming calls against available or idle time. 
  • Service Level: Customer accessibility percentage, how easy customers can reach customer support. 
  • Abandoned Call Percentage: percentage of calls abandoned by the customer.
  • Average Call Transfer Rate: the percentage of calls transferred to another department, queue, or supervisor. 
  • Quality Score: How agents are performing against internal metrics.
  • Predictive Net Promoter Score: How loyal customers are to the company and how likely they are to recommend it to others. 
a man reviewing analytics and reporting on a tablet.

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.

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