You’re not alone.
But the fact is that if organisations don’t have insightful data on Contact Centre performance, they cannot successfully plan for business transformation. Any business looking to modernise without having the right data will simply not be able to understand what improvements need to be made.
It only becomes possible to gain a baseline as to the current position by using reporting & dashboards. Supervisors and management can monitor metrics to see where factors like Average Handling Time (AHT) and First Time Resolution (FTR) are poor, delve into the reasons why that might be and make necessary changes to address it.
The fact is that with poor customer experience customers are unhappy which leads to Contact Centre staff being unhappy. This results in disgruntled staff and churn – which spirals into further poor customer service. It’s a vicious cycle that can damage the bottom line.
What can modern Contact Centres offer in the way of reporting and analysis?
We’ve come a long way from the days of “old-school” Contact Centre reporting where reports were just reams of numbers topped and tailed with a summary.
One of the biggest developments in Contact Centres over the last 10-12 years is the revolution of reporting, with more graphical, easy to understand, up to date information presented in almost any format the recipient chooses. Legacy platforms with reporting limitations are gone – and reporting is now much more exciting. The modern Contact Centre leverages advanced technology and data analytics tools to provide valuable insights into its operations and customer interactions.
Just some of the features modern Contact Centres can report on include:
- Real-time dashboards
- Historical reporting
- Customer analytics
- Agent performance metrics
- Workforce management
- Quality assurance and monitoring
- Speech and text analytics
- Compliance and security reporting
- Predictive analytics
The challenges faced with Customer Experience (CX) without understanding data from your Contact Centre
If an organisation wants to remain competitive and transform, having a baseline means that there is data and information to review – and act upon.
Business transformation, customer experience and workforce management are the main challenges – without the right data you can’t influence the right changes.
The power of a MicrosoftTeams certified Contact Centre specifically is that all of this data can be tapped into live – with as much or as little granular detail as you choose. Leveraging Microsoft’s Power BI which is completely configurable and is easy to use, which means that any data can be presented at any time.
Any good SaaS-based Contact Centre will deliver real time reporting and analysis. Add to that the ability to implement AI sentiment analysis where supervisors can see where calls aren’t going well and can intervene to support staff training and you can see how useful the right data can be. Keeping the human in the loop to be able to step in and help when necessary, elevates the customer experience and improves customer service.
Regular reporting can now be tailored according to need, which makes it much more powerful – dashboards and wallboards (which are no longer separate & siloed) can be delivered as soft wallboards where staff can see the information on their own devices, so they understand current performance. Agents can now see how they are individually performing, and supervisors can see how individual queues are performing and if there are any bottlenecks. This means they can quickly make changes to resolve issues. Using AI and workflows any problems can be rapidly identified so that skills-based routing is activated.
The average Contact Centre aim is to do more with less – or more with what you already have. As we look ahead to how businesses transform, we will no doubt see some roles within the Contact Centre evolving. For example, being able to use AI tools and understand how to configure them is essential. The bot needs to be trained – the development and training of chatbots, as well as the population of knowledge bases will all become more established Contact Centre roles of the future.
How can you leverage the data to drive efficiencies?
- By looking at peaks in traffic and identifying bottlenecks to adjust resourcing and change workflows so that customers get first-time resolution.
- Sentiment analysis and customer satisfaction surveys help identify why an experience was poor. What was the particular challenge? What upskilling and reskilling is needed to address any challenges?
- Agents can have the right information to hand to enable FTR. Often the issue arises when there are too many disparate systems to deal with – an agent flicking between 3 different screens or having to contact someone in a different department. Having the data available makes technical strategy around the integration of platforms or introduction of new platforms possible, reducing AHT and FTR – all of which contributes to an improved customer service… which is what every business should be aiming for.
Book in a chat with our team today.
Strategic Partner Manager and Solution Specialist