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Some contact centers revert to hiring a team of professional developers to create reports.
In addition to being expensive, this creates a dependence that grows to unhealthy proportions.
Who has not been frustrated when needing a new report, or simply requiring a small modification to an existing report?
Many companies rely solely on the most widely used BI tool, the Excel spreadsheet.
While Excel offers many useful features such as graphs, charts, and pivot tables which assist in decision-making, it doesn't scale to your business. Also, compiling data from multiple databases is time-consuming, labor intensive and is prone to errors.
Many companies unwillingly end up spending more time collecting data, compiling and distributing reports than they spend in quality analysis.
This inevitably leads to delays in reaching the right decisions, weakening rather than strengthening their position in their market.
Timely decisions are key to delivering value to customers.
When reports are obsolete decision-making takes a huge hit. The cost of revamping, refitting and reformatting reports to accommodate changes is rapidly mounting. The 'growth' rate is alarming. Companies are caught in a money pit. 'Damned if you do, and damned if you don't'.