Design Contact Center Reporting with the End Goal in Mind
By focusing on the end goal, gathering data from multiple sources, and designing reports with the end user in mind, you can create reports that are relevant, actionable, and help drive successful business outcomes.
Getting meaningful data to the right people and the right time is more important than ever. My number one tip for creating meaningful reports is “Less is more!” mentality. Avoid the trap of trying to build single view dashboards and reports that are one size fits all for your entire reporting audience. More reporting isn’t better, insight is better. In this blog post explore six tips for creating meaningful and actionable a reporting.
Focus on the End Goal
When creating reports, it’s important to have a clear understanding of what you want to assess or achieve with the information. Map out the questions do you need to answer and insights types you can benefit from, including current knowledge gaps or areas for performance improvement. This could include evaluating the performance of agents, supervisors or teams, identifying high value accounts at risk, or monitoring for real time opportunities to coach, train or improve resourcing.
Gather Data from Relevant Sources
To capture a full picture of your customer journey, it’s important to gather data from all the relevant touchpoints. This could include data from your CRM, accounting systems, and more.
Choose the Best Data Acquisition Method
Depending on the type and volume of data you need to gather, different data acquisition methods may be appropriate. For example, if you need to extract data from multiple systems, an automated data extraction tool may be the most efficient method.
Design Reports with the End User in Mind
Your information audience will have preferences and needs for how they consume information and insights. Agents may need detailed reports on individual items with specific examples, while supervisors and managers may prefer summaries of situations and performance. Building the reporting with the end user in mind will increase its usability and
Decide on the Frequency of the Report
Some insights may need to be viewed in real time like fraud detection. Other insights may be best for hourly, daily, weekly and so on. Take into account the actions that need to be taken as a result of the update when deciding how frequently to deliver.
Use Reports to Drive Action
Most importantly, your reports should be actionable. Identify gaps in performance, areas for growth and opportunities for strategic change. For example, if you identify a trend of late payments on certain segment of your accounts, you may want to adjust how you communicate or manage that subset of accounts.
By focusing on the end goal, gathering data from multiple sources, and designing reports with the end user in mind, you can create reports that are relevant, actionable, and help drive successful business outcomes.
About the Author
There’s one area that doesn’t get as much attention when we consider the benefits of migrating to the cloud – and that’s the extraordinary leaps in real-time and historical reporting and the actionable insights that can be gained.
The reason behind the push to the cloud is multifaceted. Cloud migration opens the door to new opportunities that better serve a remote workforce.
