When organisations select a contact centre solution, reporting should top the list of must-have features. It is a critical function that allows for the monitoring and measuring of the effectiveness of agents.
While it needs to be used alongside customer satisfaction ratings and other KPIs, dashboards and reporting deserve to be given a lot more focus and attention, says Viktor Gajodi, CEO of contact centre platform provider Buzzeasy.
“In any business, without metrics, you’re flying blind. Without reporting, a contact centre is not really a contact centre. Reporting allows you to evaluate performance and shows you where you can improve. You may think you are doing OK, but it’s the reporting that tells the real story.”
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