contact center analytics and reporting

Achieving Advanced Analytics Through Simplified Reporting

In a recent webinar hosted by Sherri Greenhouse, Jason Kane from A.O. Smith joined our own Joe Dean to discuss how they create custom reports to fulfill their most advanced analytics needs. You can view a recording of the webinar on our website.

In the webinar, the panelists discuss the 3 main problems with contact center reporting today. First, quality reporting is a constant struggle and beneficial, reliable reporting that contact centers can use to drive business decisions is rare. Second, contact centers are missing the boat on business intelligence and are slow to evolve beyond traditional contact center analytics. Finally, contact centers are becoming less of a differentiator for businesses to use to stand out from their competition.

While these 3 problems continue to hamper the progress in contact centers, the panelists also see 5 techniques that leading contact centers are employing to evolve how they manage analytics and reporting to move their businesses forward. Those are:

1. Blended Analysis

Leading contact centers are adopting more technology, and blended analysis means bringing data from your contact center applications and CRM together to create a comprehensive view or your customers.

2. Enterprise Capabilities

Best-in-class contact centers are moving away from standard canned reports and ad-hoc reporting to focus on systematically gathering business intelligence.

3. Quick Decisions

Top contact centers are shrinking the time between customer interactions, gathering data, and making decisions. Given how long it took to gather and process call center data in the past, decision making used  to be reactive and important business decisions were often based on old data. Today, quick decision making is possible because data is being delivered to the correct user, quicker.

4. Self Service

All contact centers have different analytics and reporting needs. We have realized this at inContact, which is why we don’t create a one-size-fits-all solution. We provide the tools and capabilities necessary to do their own reporting and analytics.

5. Simplification

Contact centers are at the forefront of customer satisfaction, and everyone from agents to executives are now interested in the data gathered by this piece of the organization. Thus, leading contact centers are finding solutions and ways to present data where any user or executive can easily consume and make sense it.

How do you ensure that your contact center is staying ahead of these trends? First, it’s likely you’ll need to challenge the status quo. This can be difficult, but it’s often needed to break that mentality in your organization at all levels in order to move towards a better solution. Next, you’ll need to organize your approach to implementing better reporting. This means creating a plan based on what will have the most impact on your business.

Before you completely throw everything out the window, take a step back and assess what you have available to you and what you will need to succeed. Identifying that up front will help you as you move forward through this process. Finally, once your plan is in place and you’ve mapped out a strategy and timeline, it’s time to execute. This is the hardest part because it involves a lot of time, organization, and resources—but it’s also the most rewarding and impactful to your business.

Interested in learning more about how inContact has helped AO Smith achieve their business goals? Check out the AO Smith testimonial video!