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<\/div>\n<\/div>\nIt\u2019s 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<\/a> Having staff on hand at the contact center should be a priority, and making improvements in that area is a smart move.<\/p>\n The Connect First \/ DMG Consulting report titled \u201cGuide to Contact Center Reporting\u201d surveyed a group of contact center leaders to gain a better understanding of both historical and real-time reporting standards. These include so-called \u201ccradle-to-grave\u201d 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.<\/p>\n More specifically, the report noted that, for about half of those surveyed, obtaining enhanced reporting tools for the contact center was a \u201ctop goal\u201d for 2015. Meanwhile, 36.3 percent of executive respondents at the enterprise level noted that there was a clear need for enhanced reporting.<\/p>\n The report didn\u2019t 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\u2014some of which may require only asset data as part of a reporting package\u2014reports 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\u2019s 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.<\/p>\n There\u2019s an old saying that goes: \u201cIf you can\u2019t measure it, you can\u2019t manage it.\u201d While that might sound like the Dilbert<\/em> This is a truism, but it\u2019s 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\u2019t know where it\u2019s falling short, its ability to improve is limited accordingly. If it cannot improve, it is likely to fall behind, impacting the overall customer experience<\/a>, and could even drive business to competitors who do<\/em> know what's wrong and can make improvements accordingly.<\/p>\n