Category Archives: Reporting

Five Tips to Improve Your Call Center Reporting with TRE

Contact center systems provide tremendous amounts of data about the agent’s performance, the call’s flow, and the caller’s experience. However, it’s often difficult to sift the mountains of data into just the key metrics that we need. So contact centers … Continue reading

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4 Tips to Bolster Employee Morale in Your Contact Center

Updated February 2020. A contact center workforce thrives on motivation. The workplace environment contributes to overall employee morale, which, in turn, impacts employee motivation. According to BusinessDictionary.com, “Employee morale describes attitudes, emotions, and, overall outlook of employees during their time … Continue reading

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Top 3 Signs That 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 … Continue reading

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How do You Know If 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 … Continue reading

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Generate Call Center Reports: Our Reporting Requirements

Any good manager knows that it does not take hundreds of reports to run his business. But it does take the right ones. And these key reports need to evolve with the company. Fundamentally, there are 2 kinds of reports … Continue reading

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So you think your performance management reports measure up?

Most of us are satisfied with the performance reports that we are using. Our operations are running relatively smooth. We achieve our goals month after month and year after year. We even manage to improve quality and productivity. Our employees … Continue reading

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Contact Center Statistics: The Good, The Bad, and The Ugly

The Good: Statistics are an integral part of any business. They are superb when you want to understand your market and your performance. They are invaluable when you have no way of knowing the future outcome of a given situation. … Continue reading

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BI: Real-Time or Historical Management Performance Reports?

To paraphrase the words of the late Stephen Covey, the balance is in the ‘AND’ not the ‘OR’. Therefore, when it comes to real-time or historical management, both are definitely crucial for anyone in a leadership role. They each have … Continue reading

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Improving Call Center Service Level: Choosing the Right Goal

Managing call centers is a constant balancing act. You know how it is. The delicate balance between customer satisfaction, employee satisfaction and shareholder satisfaction is an on-going struggle. Some companies have gone as far as determining that putting their people … Continue reading

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Call Center Improvement: Necessity, The Mother of Invention

“When you don’t know where you are going, any road will take you there.” Charles Lutwidge Dodgson Most of you have some kind of reporting tool, some tools even work relatively well, but the odds are you are all victims … Continue reading

Posted in Customer Service, Performance Management, Process Improvement, Reporting, Workforce Management
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