Presented By: Christopher Rouse,  Director of Marketing and Product Management, Symmetrics Business Intelligence
On Demand: Live Date: June 2010 

  
The need to analyze data from your contact center systems was there from the moment the first call rang through at the first agent’s desk. However, the budget for better reporting and analysis tools probably wasn’t there at the beginning. As time went on, more and more data – and more and more systems – piled up as your call center operations expanded.

This explosion of data means supervisors or analysts are now spending a maddening amount of time cutting-and-pasting from one report to another, building a mountain of spreadsheets that are outdated 10 minutes after they’re viewed – and have to be rebuilt from scratch every time.

Using real-life business cases from several different call centers, this lively and informative webinar examines how you and your management team can come to grips with what your current reporting and analysis efforts are costing you – and uncover potential windfalls from better use of existing reporting resources. Topics include: 

• How “spreadmarts” proliferate in contact centers, and what their hidden flaws can cost your call center
• How to capture costs of your current reporting routines, and where costs can be eliminated through automation
• The most common business case measures management teams use to judge the value of alternative reporting strategies
• The bottom-line benefit of integrating data from all contact center systems – ACD, IVR, CRM, workforce management, and custom applications – into a single reporting environment.

About the Presenter: Christopher Rouse is director of marketing and product management for Symmetrics Business Intelligence, whose software drives reporting, analysis and performance management in over 500 contact centers around the world.