Contact Center Insights

In a Contact center, information is scattered across different systems: CMS, CRM, Attendance, Scheduling, CSAT- to name a few. Each system has inconsistent reporting formats and data repositories, making it difficult to combine and get an integrated view. Information from these systems is often  inconsistent, leading to multiple versions of the truth and low business confidence in the data; resulting in end user grievance of information being inaccurate and not being available fast enough.

Reports that provide information on what has happened in the past are not sufficient. You need the ability to analyze why it has happened, and the ability to forecast when it will happen again. You need to have the ability to do What if analyses to understand the impact of your action on the business.   

You need the ability to understand how your contact center is performing, not only at the Business Unit level but at process and team level as well. You need to see metrics like Cost per contact, Percentage revenue from existing customer and new customers, Average order value, Order count and First resolution rate; and have the ability to drill down to identify the cause of variance and take proactive steps to deal with it.

BusinessInsights Consulting's Contact Center Insights is a framework for Business Intelligence solution that will enable you to integrate data from multiple sources, and view the information that can make a difference between a great business decision, and a poor one.  Users will be able to make dynamic business decisions  by having accurate current and relevant information available when they most need it. They will be able to drill down into massive amounts of data, and get instantaneous answers to those 'what if' questions. By generating reports for different  functions from the same base data, they would be empowered with a single version of the truth, using consistent metrics and formats across the organization.