Konnect BPO

Contact Center Reporting

In the simplest sense, reporting shows you what is happening in your contact center. Reporting takes the many streams of raw data flowing into your contact center

Consumers are more empowered than ever before. With access to an ever-growing number of digital touch-points for connecting with peers, conducting research, and making all-important buying decisions, it’s up to today’s businesses to provide a level of service that is outstanding across the board. In 2016, 75% of companies pointed out that improving their customer experience was their top innovation objective priority. Moreover, experts predict that by the year 2020, customer experience will surpass price and product as the key brand differentiator.

There’s no doubt about it: providing a flawless level of customer service is vital if you want to enjoy a successful and sustainable commercial future – and it’s likely that your call center is the beating heart of your entire consumer-facing operation. A call center report helps organizations to take corrective measures to set internal targets, monitor agent performance levels and analyze efficiencies in various areas including complaint resolution, response rate, and overall productivity levels.

Data visualization tools are the fast track to an improved customer service intelligence, and robust call center dashboards exist for that very purpose. Call center reports can help you improve your customer-facing interactions exponentially by helping you to increase overall productivity and improve complaint response and resolution rates.

A call center report is an incredibly powerful tool for the modern business. To put this notion into perspective here are three examples of our customer service-based dashboards in addition to the key KPI examples associated with each report.

  1. Call Center Team Dashboard
  2. Call Center Customer Satisfaction Dashboard
  3. Customer Support KPI Dashboard

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