Numbers Game: Survey Shows a Need for Better Call Center Reporting
May 5, 2015
It’s easy to say that enhanced reporting capabilities in the contact center are a necessity, but in an era of tight budgets and major challenges, proving it is another matter. Or at least, it was another matter until a new report from DMG Consulting and Connect First released a set of new statistics that underscore the point: having better reporting tools Having staff on hand at the contact center should be a priority, and making improvements in that area is a smart move.
The Connect First / DMG Consulting report titled “Guide to Contact Center Reporting” surveyed a group of contact center leaders to gain a better understanding of both historical and real-time reporting standards. These include so-called “cradle-to-grave” reporting tools, the specific requirements for data retention (including both customization and ad hoc analysis), and the impact of the cloud on contact center reporting.
More specifically, the report noted that, for about half of those surveyed, obtaining enhanced reporting tools for the contact center was a “top goal” for 2015. Meanwhile, 36.3 percent of executive respondents at the enterprise level noted that there was a clear need for enhanced reporting.
The report didn’t just highlight the need for better reporting tools; it also provided some insight into what to look for when evaluating and ultimately selecting such tools. Although there are likely to be some differences among firms—some of which may require only asset data as part of a reporting package—reports suggest looking for features such as real-time system performance alerts and notifications, as well as detailed diagnostic reports on performance. The user should also be able to define the time intervals included in the reports, and the reports should be able to provide the necessary information to business units immediately, right out of the box. Given today’s business environment, it may also be worthwhile to look for customization options, mobile capabilities, and the ability to export data to third-party tools for use within them.
There’s an old saying that goes: “If you can’t measure it, you can’t manage it.” While that might sound like the Dilbert This is a truism, but it’s such a fundamental point that pointing it out might be mistaken for stating the obvious. Having the right tools at your disposal, meanwhile, is an equally essential part of the operation; if a contact center doesn’t know where it’s falling short, its ability to improve is limited accordingly. If it cannot improve, it is likely to fall behind, impacting the overall customer experience, and could even drive business to competitors who do know what's wrong and can make improvements accordingly.
With so many contact center officials If you're looking to make the switch to enhanced reporting tools—and there's clear evidence suggesting it's necessary—exploring these new tools and finding the right ones for your organization might be a good project to undertake this year. After all, no one wants to lose business to companies that did take the need for contact center reporting tools seriously.