Data makes the difference between success and failure in the Contact Center industry. Regardless of what kind of business and the nature of your contact center, whether inbound or outbound, identifying the right KPIs is critical to success.
Roughly, there are two critical data sources:
· Live-Data Reports
· Historical Reports
You will need both to understand your operation better.
Providing Contact Center leaders with information about the agent’s state, duration of calls, abandoned calls, and others. An eagle eye on the operation to ensure the planning. These reports access live data from the Streaming data source to display information about the current state of the contact center. The refresh rate is between five and thirty seconds.
The most common Live Reports are:
The way you see the live reports can vary depending on your needs. If you have a small operation, you can use a simple table with the necessary information. But if you have many agents, a chart with a resume of the KPIs will help the leaders identify any deviation.
Help with the strategic planning of the operation. Understanding the valleys and peaks, for example, the Operation Manager has the flexibility to adapt and provide the best customer service. These reports access past data from the recorded information source to display a specific period. The refresh rate is (at least) 30 minutes.
The most common Historical Reports are:
NextPointe has developed an extensive library of Contact Center reports that will make the operator’s life much easier. Whether it is an inbound or outbound team, blended or omnichannel, you will find the data you need to make quick decisions.
The key to a Contact Center operation is the capacity to adapt. The traffic and, thus, customer behavior changes daily and sometimes even hourly, so you must tweak your strategies and tactics to succeed, sometimes even on-the-fly.
NextPointe can help with customized reports, so you don’t have to worry about pre-built useless information. Save money and time with the information you need.
With NextPointe’s Contact Center offering, you will have the following Contact Center tenets:
Do you want to experience a more capable Contact Center Operation?
Contact us today and let us know how we can help!