Contact Center Reporting & Analytics
Posted by Brian Barnett 07. 26. 17 9:10 am
Deliver Great CX with Reporting & Customer Experience Analytics Solutions to Improve Agent Performance to Better Meet Your SLAs
Delivering on your SLA (service level agreement) promise across all communication channels and work items can be a complicated task. Many customer experience solutions rely on multiple vendors and as a result do not offer a single, real-time view of activity and information across all channels and systems. At the same time, many contact center operations still analyze their performance based on ACD reports that hides statistical variances needed to identify differences in employee performance.
Customer experience management is more important than ever to today’s contact centers, and the growing number and variety of channels into the contact center mean that experience is often more than just a phone call. Voice-centric Key Performance Indicators (KPIs) are no longer sufficient to analyze contact center performance. While traditional KPIs still have a place in today’s contact centers and ultimately affect customer experience, organizations must also use new KPIs to measure success in the omnichannel contact center.
With the assistance of valuable analytics tools like speech analytics and predictive analytics, managers can evaluate an entire customer journey. According to Nemertes Research, 23% of organizations use these customer experience analytics tools in their contact centers and another 23% are planning or evaluating implementing them. While workforce optimization is a top driver for predictive customer experience analytics, 29% of IT leaders state that they use contact center predictive analytics in order to improve customer experience.
The top three use cases for contact center customer experience reporting and analytics are:
- Predicting future issues and contact requests,
- Identifying agents best suited to handle contact requests, and
- Predicting upcoming peaks and valleys in incoming contact requests
Customer Experience Solutions Reporting and Analytics Across The Entire Customer Journey
Genesys provides a complete set of reporting and advanced analytics capabilities to manage your customer experience solutions, helping you increase employee performance and deliver consistent omnichannel customer experiences across their journeys. Real-time statistics are also delivered for intraday management that will help you optimize your workforce performance and operations.
Intuitive Dashboards and Informative Reports
Using intuitive and configurable real-time dashboards, the Genesys Customer Experience Platform gives your business a predefined universe, reducing the time needed to develop new reports. The simple and highly graphical presentation layer for Genesys lets you generate meaningful and visually informative reports that drive new levels of customer satisfaction.