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Elevate Your Leadership with The Reporting Engine

Many leaders believe that technology can help employees improve their capabilities to perform well in their jobs. This assumption could be detrimental to your business. As a leader, you need to understand that technology is now the essential part of any system that could have a drastic impact on all levels of the organization.

In the modern business world, successful leaders let go of the old fashioned thinking and leadership approaches and change their resource model. The new approaches have specifically changed the way business managers use their information resources to make effective decisions. Considering the fact, The Reporting Engine provides an exceptional option to contact center leaders to help them elevate their leadership capabilities using a comprehensive data management system.“Built into The Reporting Engine are over 20 years of contact center management best practices aimed at making better leaders and more positive working environments for your agents,” Gilles Beaulac from The Reporting Engine comments.

Let’s have a look at how the tool helps contact center managers improve their leadership and the overall business performance.

Get Reports Anytime, Anywhere

Previously you had to rely on business analysts and technology experts to generate reports. However, The Reporting Engine has made it easier for you to create and get reports whenever you need. With the simple and more convenient report generation feature, you can view and share insightful data and information on all aspects of the business with key stakeholders. Using integrated reports as well as individual reports on financial, sales, and customer data, you can make more accurate, fact based business decisions.

Redirect Your Employees’ Energy to Other Important Tasks

With The Reporting Engine, you can allow your employees to collect data from multiple sources using integrated software. This enables agents to collect information with enhanced speed and more accuracy, freeing them from the tedious process of data management. The efficient collection of data not only saves your employees’ valuable time and effort but also improves their productivity, redirecting their efforts towards more important and profitable operations.

Create an Empowered and Engaged Culture

When leaders spend more time behind their desks, they tend to have limited interaction with their agents. However, using an innovative data management solution, leaders can encourage engagement and interaction among team members.

In addition to this, by allowing contact center agents access to a larger set of information, you empower them with more control which also contributes to improving employee engagement.

If you are looking for a comprehensive contact center solution to improve your leadership and the overall performance of your company, contact us today!

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Why Creating a Customer Centric Contact Center Is Important for Businesses?

Since businesses have shifted their focus from revenue generation to customer satisfaction, companies are more inclined to adopting customer centric business strategy to achieve long term profitability and growth. The concept of customer centricity views company from the perspective of the customers thus, allowing firms to understand their customers’ needs and expectations more conveniently to deliver a better experience.

Increasing Customer Satisfaction

The purpose of the customer centric business strategy is to elevate customer experience and satisfaction. By identifying what the customers like and tailoring services to meet their expectations, companies can eliminate the risks of losing customers to competitors in the long run. For example, an individual who does not want to receive promotional offers from the company can be removed from the target list to eliminate the source of irritation and deliver a positive customer support experience.

Delivering a Unique Customer Experience

In this competitive business environment, providing satisfactory services is not good enough. About 80 percent of customers tend to switch or stop doing business with a company even when satisfied. The reason behind this is that customers are constantly looking for something extra for the price they pay to acquire a service or product. A customer centric approach gives your clients a unique experience to share with others.

Recognizing Opportunities for Improvement and Growth

By staying closer to customers, contact centers can better understand the needs and expectations of their clients, which may allow them to identify and take advantage of the opportunities for improvement and growth. For example, by collecting regular feedback from their customers, contact center agents can tailor their services to suit customers’ preferences. This can allow them to deliver improved services to each customer individually.

Increasing Customer Loyalty and Market Share

By offering consistent services, contact center agents can build a loyal customer base. As customers are more likely to prefer the company that they think understands their needs well, this can increase your market share as well as profits. Considering the growing use of the approach in modern businesses, companies need to understand that they can run the risk of losing customers, market share, and profits to competitors in the long run if they do not focus on customers or fail to deliver customer centric services.

If you want to create an efficient customer centric business strategy for your contact center business, contact us now and get our comprehensive call center solution today!

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5 Tips to Improve the Efficiency of Your Contact Center Workforce

Enhancing productivity and efficiency of call center agents may seem an overwhelming task. However, by making a few changes in your system, workflows, and work practices, you may create a huge impact on how your contact center staff develops more and more satisfied customers.

1.     Train Your Agents

Training is one of the key drivers of success in contact center business. By applying the knowledge, skills, techniques and practices that the agents learn during training, they can drastically improve the overall performance of their services.

Also, educate your workforce on how they can create a lasting impact on their customers and contribute to the success of the organization in the long run.

2.     Empower Agents with Real Time Information

Agents empowered with updated or real time information can perform more efficiently. The information and metrics related to the company’s products and services as well as the operational data such as the number of callers in the queue, status of the agent, longest waiting time in the queue etc. can help agents become more efficient and effective at service delivery. Besides, the real time comparison with other agents can create a competitive environment, boosting their performance and motivation.

3.     Create Teams with a Diverse Range of Skills

Every agent has unique skills set and knowledge base. These agents can help each other to achieve their individual, group, and organizational goals. In addition to this, creating teams with diverse skills set can also improve collaboration and cooperation among various teams in the company.

4.     Establish a Transparent Performance Appraisal System

When your employees have trust in the transparency of your system, they are more likely to feel motivated and satisfied with their job. Also, a transparent system fosters a positive environment for personal growth and development which ultimately has an impact on the productivity within the contact center.

The performance appraisal system should be a combination of both qualitative and quantitative measurements. Regarding this, Gilles says, “Although metrics are indispensable to organizations, they remain the effect, not the cause. Avoid managing by numbers: let the metrics raise flags, but focus on process and behaviors that lead to results.”

5.     Promote Flexibility and Creativity in the Contact Center

Allow flexibility and creativity rather than forcing strict scripts in order to improve the agents’ engagement on a level that becomes personal to them. Through flexibility and freedom, contact center agents can also customize services in accordance with the needs of each customer, thus providing a better customer experience.

Looking for an efficient contact center management program for your business needs? Contact us and request a live demo today!

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4 Traits of a Customer Centric Contact Center

Due to a rapid growth of technology and increasing use of holistic approaches in businesses, the competition in customer support industry has increased substantially. Not only have the developments changed the entire landscape of the industry, but has also transformed business philosophy from productivity to customer centricity.

The customer centric business needs a thorough understanding of each customer individually to execute strategy and deliver greater results, creating greater value. According to Gilles Beaulac, “Customer Centric Contact Centers learn that one of the critical prerequisites is to create the most positive employee experience.” Also, the contact center needs drastic changes in the system, capabilities, processes, attitudes, and the overall corporate culture.

1.     Customer Centric Quality Measurement

The customer centric contact center places its customers at the heart of its business philosophy. Therefore, these firms invest appropriately in quality monitoring tools that keep track of each transaction and resulting customer satisfaction. Besides this, firms also use customer feedback, collected through post contact surveying tools, to understand the potential of improvement in processes and workflows along with identifying the need for training and skill development.

2.     Continuous Improvement in Services

The modern contact centers collect regular feedback from customers to deliver better services. These firms not only gather data from customers, but also process and use it intelligently to improve their products, personalize services, build relationships, increase productivity and bolster revenues and profits. Advanced CRM tools, evaluation of post contact customer surveys, and dedicated analytics teams are some common approaches contact centers usually use to provide proactive services and support.

3.     Customer Centric KPIs

Previously, contact centers focused more on quantitative measures such as Average Handling Time (AHT) and Calls per Hour. However, modern service centers recognize the importance of measuring customer experience and agent behavior more than quantitative metrics. This does not imply that there should be no productivity based measures in place. Rather, it means that service centers should emphasize more on improving customer satisfaction than relying on increasing the number of calls.

In order to measure the agent’s productivity, you may utilize tools like schedule adherence to ensure that your team is involved and committed to increasing profitability and growth of the business.

4.     Social Customer Care

With social customer care, contact centers tend to react to the comments, complaints, and requests more efficiently. This allows agents to engage with customers effectively and provide proactive services as well as control the potential damages. Some contact centers create an engaging online community for customers which serves as a useful source of information and feedback for both the customers and the agents. Besides this, these resources reduce the number of emails, chats, and phone calls to a great extent by providing helpful tutorials and blogs for the convenience of the customers.

To create an authentic and reliable performance measurement system, contact us and request a free demo today!

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Can Business Intelligence System Improve Your ROI?

Today, businesses are more concerned about their expenses and tend to be more interested in knowing how much return they may get on an investment within a certain time period. As a project manager, you need to demonstrate your business intelligence system’s capability to produce positive cash flows in a certain time span to get the go-ahead from top management.

From both operational and strategic perspective, business intelligence is an investment that can offer a promising return on investment (ROI). A cloud based business intelligence system with reasonable initial costs, an affordable monthly fee, and operational benefits can offer a competitive option to affect ROI substantially. If you are a contact center manager and considering getting a business intelligence system for your firm, here are few reasons why you should get it ASAP.

Technology Pays Back

Incorporating technology in your organization can help you profit in leaps and bounds. According to Nucleus Research, a firm that offers specialized services for measuring the value of technology, the ROI of a business intelligence system and self serving reporting tools can be measured using three different approaches.

Report Automation – The report automation saves time, reduces error, and delivers an average ROI of 188 percent.

Tactical Business Intelligence System – Keeping a keen eye on analytics to improve decision making yields an average ROI of 389 percent.

Strategic Business Intelligence System – With deployment of the system across various functions and departments to align operations with strategic objectives, the system yields an average ROI of 968 percent.

Strategic Performance

According to the EIU survey, data use and financial performance are closely linked to each other. The report Fostering a Data Driven Culture states that 84 percent of companies that were outperforming their peers financially, are ahead in data usage. The trend hints that effective use of data can influence the growth and success of an organization substantially. However, The Reporting Engine can improve the ROI by helping managers acquire better insight of sales trends and revenue generation and thus help them create effective strategies for growth.

Besides, the contact centers can also measure the ROI considering revenue enhancement, cost avoidance, cost reduction and capital cost avoidance. All these factors tend to yield higher than average ROI at lower costs and risks.

If you are looking for a reliable business intelligence system to improve the ROI of your contact center business, check out the features and benefits of The Reporting Engine. To get better insight, you can request a free demo today.

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4 Tips to Boost Employee Morale at a Contact Center

A contact center workforce thrives on motivation. The working environment of a call or contact center is significantly different from a traditional office environment. Since they are confined to cubicles with stringent break and lunch schedules, it is important to keep the agents motivated and to help them manage the stress of their job effectively.

Although motivation can come from good working practices and operational efficiencies, it is best to use effective motivational techniques to raise morale and generate more effective results. Here are few tips to help you encourage your contact center employees.

1.     Create Teams

Building teams creates allows management to create a good working relationship with their team members and thus fosters a pleasant and friendlier environment in the company. Working as a team can help in promoting trust, respect, and harmony that can lower absenteeism and thus increase productivity.

2.     Create Friendly Competition

Creating teams in call center promotes healthy competition; employees can be motivated to surpass sales targets and outperform other teams. Moreover, they are more likely to encourage their teammates if there is an attractive reward or recognition for exceptional performance.

3.     Appreciate and Reward

Rewarding or recognizing the efforts of agents is critically important in a contact center environment; it is what keeps your workforce going to achieve higher goals and stay loyal to the success of your company. One of the best ways to boost agent morale is sending them a note to acknowledge their work. You can also have on site parties to acknowledge achievements or those who met monthly goals to show your employees that their efforts are valued.

4.     Create a Positive Working Environment

The best way to boost employee morale is creating a self-motivating environment that promotes a positive attitude and effective teamwork for maximum success. One of the important motivating tactics could be ongoing training and employee development programs to facilitate personal and professional growth of employees. Besides, leaders can offer one on one coaching to resolve issues that employees may encounter.

In addition to this, managers can use employee engagement techniques such as theme contests, casual dress days, time off programs, and other team building activities to allow them small breaks from work and to de-stress themselves.

If you are running a contact center business and are looking for an efficient business intelligence system for your company, check out the services at The Reporting Engine and request a free demo today!

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Top 3 Signs Your Business Needs a Cloud Based System

As a business manager, it is your responsibility to make advanced resources available to your company in order to improve capacity and efficiency of your workforce. With growing advancements in technology, buying simple computer hardware or installing a general purpose software suite might not be enough to meet the ever expanding needs of your business.

If you are looking for a better and more efficient data management program for your company, cloud computing is currently the best option available. This is a web-based service that can run everything from email to complex data analysis programs.

For all those managers who have not yet adopted cloud computing for their business needs, here are top signs indicating that you need a cloud based computing now.

1.     Your Data Is Increasing Exponentially

With an increase in the amount of data from social media sources and other modern communication tools, companies can extract more value from the analysis of data sets to gain a competitive advantage. Nevertheless, the management of large amounts of data is one of the biggest challenges businesses encounter today.

In order to address the need, cloud computing offers substantial storage space to preserve large volumes of data and information. Due to its greater data management and processing capacity, it is the optimum choice for companies that handle big data projects. With a cloud based system, a company could get a reliable storage solution with lesser operational challenges and capital expenditures.

2.     Your Data Management Cost Is Rising

Big data environment requires a costly infrastructure to process large volumes of data efficiently. Conversely, cloud based services can help them save a lot of money via cost effective solutions that can support data management and advanced analytical functions. Cloud computing can automate the data integration process reducing the need for a large IT infrastructure to process large and complex data.

3.     Your Staff Spends Too Much Time on Data Management Tasks

With stand alone data management tools, your staff often spends too much time compiling, maintaining, and reporting data. Besides, your IT staff may be too busy troubleshooting equipment that makes them unable to run other, more important projects.

With cloud computing services, your company can get infrastructure as well as management services which can free up your staff to work on other projects that are critical to the success of the business.

Are you a business manager and seeking a cost effective solution to manage large volumes of data? Check out the Reporting Engine today. To request a live demo, contact us now!

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Does Your Business Need The Reporting Engine?

Every business owner needs a business intelligence system to easily view, assess, and understand the information relevant to the past, current, and future performance. The broad functional capacity of the program can measure processes, methods, and systems to identify issues and trends as well as fine tune operations to meet business objectives.

The Reporting Engine is one such program that provides a comprehensive framework and efficient tools to manage business objectives evaluating actions and procedures of contact centers. The application furnishes useful data and information for analysis and effective decision-making.

Considering the amount of data out there, the rate at which it is increasing and thus the growing need for information management systems, the Reporting Engine offers smart solutions to contact center businesses. Here is what you can expect from the system.

Accuracy

The Reporting Engine removes errors, omissions, or duplication to provide managers with accurate and up to date information whenever they need it. Whether you are looking for historic data, real time updates, or predictive data, the program can provide precise and updated information to help you make informed decisions.

Better Decision Making

Once your contact center has the Reporting Engine in place, you can see detailed data on all aspects of the business. With financial, customer, and sales data, you can manage and read reports that synthesize all information in a pre-determined way to help management make fact based and effective decisions.

Improves Efficiency

Gathering, compiling, and reporting data from various sources could be time consuming and hectic. With the Reporting Engine, however, all the information is available in a centralized location for quicker access and convenient use. You can easily view the information in a dashboard and turn it into a report saving valuable time and eliminating inefficiencies.

Faster Response Time

Delayed decisions can affect the profitably and growth of the business. With the Reporting Engine, managers can view reports on a daily basis instead of waiting until the end of a period. This will allow them to correct errors quickly and bring operations back on track in a timely manner. Equipped with appropriate knowledge, managers can immediately make adjustments to improve the performance of the company before it’s too late.

Better Strategic Planning

The Reporting Engine lets you know of emerging issues and growing trends which allow decision makers to use a proactive approach for the future. The efficient availability of data and information allows managers to create better and more efficient strategic plans for future growth.

If you are a contact center manager and looking for an efficient business intelligence system for your business, check out The Reporting Engine today. To request a live demo, contact us now!

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How to save time and money with The Reporting Engine?

Data utilization, information handling and report making are the chief things that control all the other happenings that take place at a contact center. Data basically is the core corporate asset of an organization that needs to be appropriately synthesized and turned into useful insights.

 

Even though data is everywhere, it needs to be utilized in a way that enables it to aid an enterprise in the achievement of its desired goals; otherwise it can prove to be completely useless. Many businesses spend a lot of time in creating reports that will give them proper insights for decision making processes.

 

While this was necessary some years ago, with the rise in the usage of business intelligence software systems at contact centers it is becoming unnecessary for enterprises to be wasting so much time doing so.

 

Previously many contact center managements used to hire developers and programmers that used to take a lot of time in creating efficient reports. While it used to consume not only a lot of time but also a lot of money, these reports did not use to be faultless. This also inevitably used to cause delays in business management staff to reach the right decisions in time. As a result, the market position of the contact centers used to weaken rather than strengthening.

 

Recently, there has been an evolution in information handling and report making processes in businesses. With software like The Reporting Engine, enterprises do not have to spend a lot of money in hiring developers, programmers and excel gurus to create business reports for them. Besides saving time, advanced business intelligence report making approaches also help enterprises in saving money on the creation, running and analysis of the reports, this in turn; helps contact centers in making more revenue.

 

Not only do these software help in saving time in the identification of problems, but they also assist enterprises in increasing opportunities with timely turnarounds which automatically helps in yielding faster resolutions and making better decisions. With such software, employees of a company do not have to program at all and the reports are very accurate. Another perk of using such software is that they also help in the construction of thorough and systematic reports from multiple data sources at the same time without any hassle.

 

It is safe to say that contact centers that are benefitting from such approaches are making the right choice. If you want to implement such procedures at your contact center, visit our website www.thereportingengine.com or give us a call at 1-844-296-4177.

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Benefits of Contact Center Management with The Reporting Engine

These days, contact center managements are largely benefiting from advanced business intelligence approaches. These approaches have outshined excel sheets and on house programming and developing solutions that were not only tedious and time consuming but used to cost a lot as well.

The Reporting Engine is one such software that helps enterprises in creating efficient and timely reports that help them in making progress in the market by providing systematic insights.

Pay Less

Dependence of excel gurus, programmers and developers only results in the company having to pay a lot of money and not getting the desired results. With The Reporting Engine, your contact center management can get better results than expected by paying a lot less.

Boost Productivity

The Reporting Engine provides quick and efficient contact center reports which help in boosting workplace productivity by offering valuable business insights.

Better Decision Making

With The Reporting Engine, enterprises get better and more thorough business insights. These insights result in more accurate goals and better decision making. When the contact center management knows what exactly they need to work on, they make relevant decisions that are free from any hints of vagueness.

Independent Management Systems

When contact centers have to depend on programmers, developers and excel gurus they are no longer independent and it affects their productivity. When a company relies on an external factor it can easily jeopardize the progress of that enterprise. The Reporting Engine, on the other hand, helps enterprises in becoming more independent and not having to rely on developers.

Save Time

With The Reporting Engine, the business analysts no longer have to spend time on programming, developing and constructing reports, they can save their time and invest it into more productive actions that help in the achievement of desired goals for the company.

Satisfy Customers

Better decision making and efficient employees normally results in the customers of an enterprise being satisfied with the services they are receiving. The reason for which is that when the business reports are not vague, employees know exactly what they have to do and when the employees do not have to spend their time in creating those reports, they can actually work on their actual job that is pleasing the customers.

 

The Reporting Engine offers simplified business intelligence solutions for analytic s and reporting for contact centers with their product called The Reporting Engine. Visit their website www.thereportingengine.com or call 1-844-296-4177 for assistance regarding business intelligence at your contact center.

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