The modern contact center is no longer a single monolith of voice technology – it’s an ever-evolving, multi-vendor assembly of different systems and applications that track and measure many dimensions of the customer experience. While some of these individual systems feature basic reports on their particular “silo” of data, managers are under increasing pressure to understand how the contact center as a whole is performing – which usually entails playing a migraine-inducing game of mix-and-match with data that doesn’t play well with other data.
In this informative and engaging white paper, you’ll learn:
• A useful blueprint for a whole-contact-center reporting & analysis review
• How to get the right data to the right people – agents, supervisors, managers & executives
• Why Not all data is equal: choosing the key performance indicators that matter to your contact center
• Why the “default reports” aren’t enough: the common-yardstick problem with call center data
• What trying to be a “human data warehouse” truly costs
• How structure determines utility: choosing the right reporting & analysis architecture
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