Contact Center Analytics: Reporting & Intelligence
Use Contact Center Analytics to Boost Efficiency
Create laser-like focus on the KPIs that will positively impact business workflows, accelerate customer service and streamline operations.
Benefits of Our Contact Center Analytics Tools
Gain powerful and actionable business intelligence for sharper decision making.
Provide contact center supervisors with the information they need to satisfy service levels and overdeliver on customer expectations.
Measure and report beyond the contact center.
Constantly optimize and enhance the customer experience.
Leading features of AnywhereNow reporting and intelligence
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Deep dive business intelligence: Combine Power BI with AnywhereNow data for actionable enterprise insight from a global or granular view.
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Customer timeline: Easily see all conversations with a customer from initial contact to final resolution; whether from an IVR, bot or agent.
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Contextual intelligence: Combine the customer timeline with all your available data to understand the full customer experience.
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Forecasting: Utilize historical performance data to stop time-wasting and preempt scenarios for holidays or busy periods.
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Quality monitoring: Record and log recordings and transcripts in SharePoint for agent coaching, quality monitoring and compliance purposes.
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Empowered supervisors: Enable supervisors to listen to, whisper and take over calls for training purposes or to immediately mitigate customer issues.
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FAQs
What is contact center analytics?
Contact center analytics refers to the use of data to understand performance, customer interactions, and operational trends within a contact center as well as identifying root cause issues causing customers to contact and preventing these issues from re-occurring in the future.
What are the common KPIs for contact centers?
Common KPIs include Net Promoter Score (NPS), customer satisfaction (CSAT), average handle time (AHT), first call resolution, service level, and agent productivity metrics.
What is data analysis in a call center?
Data analysis in a call center involves examining metrics and interaction data to identify patterns, measure performance, support operational decisions and spotting root causes and ensuring that they do not happen again.