Understanding Contact Center Reporting

Contact Center Reporting tools defined. Everything you need to know about the tools you have as a Contact Center Manager.

Not everyone geeks out about reporting like I do. But even if you don’t get excited by schedule adherence, there is still a lot of cool stuff that reporting can tell you about your phone system and contact center staff.  Critical data like identifying top performers and clients, contact surges and when people give up on you.

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The Modern Contact Center

Communications is going through an unpredictable evolution. Ten years ago our businesses primarily communicated via a traditional desk phone and email. Today we use our cell phones and desktops to utilize SMS, LinkedIn, chat clients like Slack, face to face video, Facebook, Twitter, Email and much more to communicate with co-workers, family and clients. This has left many businesses struggling to keep the conversations going in the correct medium. The tools we deployed even 5 years ago are horribly out of date, meaning large swathes of your customer base are not connecting with your team, choosing a more modern competitor. This is clearly seen in companies like Amazon and ZOOM+ as they quickly gain market share, capturing their intended clients by embracing the new communications and technology shift. We must make this shift to meet our clients where they live, or risk losing the relationships we depend on.

 

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