You set up a contact center, trained your agents, scripted your IVR to perfection, and let that puppy run for a while. Things seem to be running ok, but there’s a small sliver of doubt - can we do better?
Every so often it’s a good idea to sit down, review the reporting dashboards and check on the performance and trends.
What are Contact Center Analytics?
Simply put, your contact center analytics are comprised of data collected from the tools or programs that your business uses to measure the performance of your contact center. Good reporting and analytics give you the ability to monitor the key statistics of your contact center and develop operational insights for process improvement.
By measuring areas such as call volume, speed to answer, call abandon rate, agent productivity and more, you get a clearer picture of where your agents are succeeding and where there is room for improvement.
3 Contact Center Analytics to Review
With over 17 years of experience, Five9 offers powerful contact center reporting and analytics, which will quickly get you started on the path to full efficiency.
If you’re ready to start that journey, contact us today at 1-800-553-8159.
Five9 Contact Center Software enables agents to be more effective on the phone - so they can sell more and service better. Smart Dialers give agents more time with live prospects. Intelligent Routing gets calls to the right agent. On-Screen Caller Info puts customer information at their fingertips. Contact us today to learn why 2,000+ customers trust Five9.
Call 1-800-553-8159 for More Information