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TASKE Technology's Call Center Blog

Posts Tagged ‘software’

Four Features to Look for in a Contact Center Reporting Solution

Last month, we looked at three ways that you can use historical reports to complement the real-time data that you monitor on a day-to-day basis. Historical reports can give you insights for predicting future activity, which in turn, helps you anticipate the resources you’ll need and adapt your processes for changing trends.

The value you’ll get from historical reports depends on the accuracy of the underlying data and the tools you use to produce them. Our whitepaper Get More Value from Contact Center Performance Metrics discusses findings by Richard Snow, VP and Research Director, Ventana Research, that “the most disturbing insight….is the percentage of companies that still rely on spreadsheets to produce their contact center and customer reports and analysis. Just under two-thirds (62%) of the respondents indicated they use spreadsheets as their primary tool, and 90 percent said they use spreadsheets on very regular basis.”

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Tags: agent activity, budgets, forecasting, KPI, reports, service levels, software, statistics