 Reporting For the Call Center
For contact centers today information is more available than ever: calls, e-mail, web chat, and other customer interactions can be monitored minute-by-minute and individual agents’ every action tracked. Traditional reporting and analytics packages seek to turn this torrent of raw information into knowledge on which a company can act to improve its operations, enhance what’ working, and change what isn’t. It's clear: Reporting and analytics are today critical elements of any successful contact center operation.
But There's More
The "objective" data traditionally available to contact center reporting packages—call length, number of calls, call outcomes etc.—just can’t cut deep enough to give a clear picture of the true performance of your agents. Your agents are the center of your universe and objective data such as ACD statistics alone miss all the most important elements of a successful coaching and agent optimization program. Average call length tells you nothing about customer satisfaction—your slowest agents might be among your best if they are taking advantage of up-sell opportunities or handling the toughest customers. This kind of critical knowledge, this Business Intelligence, can only be gained through the kind of subjective data produced by CenterPlus™, With CenterPlus™, reviewers are able to analyze calls and score them in categories important to you organization. Are agents sticking to the script? Do they have the ability to deal with a customer’s questions? You find this out, and more, with CenterPlus™.
Encore Portfolio™
 Encore Portfolio revolutionizes report generation and distribution with incredible new power and flexibility; Interactive report cards let your agents know how they’re performing; term reports give a broader picture; trend reports let you see in what direction your organization is heading; even agent evaluators can be checked for accuracy and efficiency. Portfolio’s standard development platform enables anyone to write and run these powerful reports. Need custom reports? Users can import their own via Crystal Reports. And Portfolio goes farther than great reports: Its task management features let administrators set tasks to be carried out at a given time, automatically, and Portfolio’s Security Configuration makes sure people have access only to the information they need.
Encore CenterPlus™
CenterPlus is more than an agent evaluation tool—it’s actually a suite of products that help you ensure your team is providing superior service. learn more
Encore Portfolio™
With Portfolio reports at your fingertips, information critical to getting the most from your agents, scripts, and processes is presented in a format that is easy to understand and use. learn more
Learn More
Iif you have questions about call center reporting or call recording, Contact Us for a no-obligation consultation with a call recording expert.
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Reporting