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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 of the same problem: Your business evolves faster than your reports.

For over 20 years, I have witnessed call centers struggle trying to obtain critical insight necessary to guide their decisions.

Invariably, they have been willing to spend hundreds of thousands of dollars to create reports to retrieve the data that might provide them with a sense of direction.

Doubtless, they have cemented the careers of countless IT department heads trying to develop yet another crucial report.

But what makes this so frustrating is that when they finally receive the report they have been waiting for, it no longer quite applies to their current context.

Many companies are nevertheless successful, but they inevitably leave some “cash on the table”, and often that cash represents hundreds of thousands even millions of dollars.


Although great businesses do not achieve success by number crunching alone, the old adage “if you cannot measure it, you cannot improve it” does apply to many critical success factors.

When such factors are not measured accurately or at all, your business is at risk of not reaching its full potential.

How do you know if you are at your best?

Which squeaky wheel needs the oil?

Without the right reports and the right reporting approach the management teams are left to rely on guesswork.

It’s a hit or miss situation and your customers can’t always wait for you to hit the bull’s eye.

Whether you currently have reports or a reporting tool or not, chances are you feel like you are always a few steps behind.

And catching up is like building a money pit, or if you are not attempting to catch up, you might be losing money to hidden inefficiencies.

What is behind this problem?

Change. Constant change.

Your business, your market, your customers all are subject to change and at a far more rapid pace than ever before.

You simply cannot keep up.

And the few that keep up pay a hefty price.

What are the main drivers behind this struggle?

Technological advancement coupled with very competitive markets.

Increased standards coupled with demanding workforces.

Savvy customers and growing industry regulations.

What should your ideal world look like?

Your reports adapt to your ever-changing environment with a simple click of the mouse at no additional time or expense.

You no longer rely on your IT department and expensive infrastructure.

You no longer rely on Excel Gurus to redesign your favorite Excel reports because your organizational chart has changed again.

You no longer spend countless hours designing or compiling a report, and instead you invest your time analyzing the information to make better decisions.

You no longer lose money by retiring obsolete reports that cannot be recycled or modified.

You no longer spend time in countless meetings justifying your needs for a report.

CEOs, managers, team leaders, business analysts are capable of generating any analysis or report within seconds.

No programming skills or training required.

CEOs, managers, team leaders are more responsive, more agile and more effective.

You no longer spend time sifting through 3 or 4 pages of reports to get one line of information.

You quickly zero in on the real cause of problems and provide effective solutions.

You react quicker than your competitors.

Your customers appreciate the continuous and rapid improvements to your service.

Your employees are motivated to be part of an organization that empowers its employees with self-actualization reports.

You inspire your shareholders in your power to sustain your success because you know what works and what doesn’t and why.

How do you get there?

Change can be your Achilles Heel, or it can be your Ace in the Hole!

Embrace change and look for a solution that leverages change by design.

A solution that recognizes the fast changing landscapes, the increasing turnovers, and the need for rapid-response systems.

A solution that gives you the power of a software engineer with the flexibility and ease of use within 3 clicks of a mouse.

As powerful as E = mc2 and easy as 1-2-3.

You need powerful.

You need flexible.

You need easy-to-use.

One such tool fulfills these requirements: The Reporting Engine®.

Necessity is the mother of invention, and so as it was, we developed The Reporting Engine®.

The Reporting Engine picks up where Crystal Reports leaves off.

The Reporting Engine® was design to let anyone with zero programming skills produce the same kind of powerful reports that their IT teams would – any time, any place – with just 3 simple clicks of a mouse.

To achieve this, it required more than simply trying to create a reporting software, it was important to incorporate an approach that completely understands the business of running Call Centers.

At eMetrix Systems we are experts in the field of Call Centers optimization surrounded by expert software developers.

Our focus is to deliver solutions that cover the wide spectrum of requirements, from the sophistication of long-range vision and immediacy required by CEOs, to the hit-the-ground-running practicality needed by rookie team leaders.

Nobody needs another report to tell them what to do, they need intelligence to corroborate what they already sense.

That is why The Reporting Engine® makes sense.

That is why The Reporting Engine® was created.

That is what The Reporting Engine® delivers.


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