What is contributing to the increase in handle time? Why are customer satisfaction scores continuing to decline?
If you have been in a situation where you hear these questions, perhaps from your manager or a client, then you know the value of solid reporting and analytics. More than likely, in addition to these questions, you might be asked to present a summary on what is driving the change in behavior along with an action plan. To do this you need both confidence in your reporting and the ability to graphically convey an effective story. Would you be able to respond confidently to this question or a similar question with your current reporting?
Situations like this were one of the primary catalysts behind Teleopti WFM Insights. Harnessing cloud-based Microsoft Power BI, Insights provides users with the ability to have the clearest view of their customers’ needs and their operations through dynamic, customized reporting.
Let’s discuss how contact centers can address the questions above from the perspective of the WFM analyst and contact center management.
WFM Analyst – Going from a data novice to a data Rockstar
First the WFM Planner or Resource Planner. More than likely, if they are not using a Business Intelligence tool for their data analysis, then they are using Excel. Based on some of the discussions we have had with our customers regarding their reporting challenges, one of the challenges they often cite is how time intensive it is to create the analysis they need in Excel. Especially if they need to pull data from other sources for their analysis or perform multiple exports. When performing this type of analysis, WFM staff often don’t have the capability to look deeply into what’s happening when they are producing reports – its more of a static view.
With a BI tool, such as Insights, WFM analysts effectively have a canvas in which they can create dashboards using drag and drop functionality, layering in multiple variables, to quickly perform analysis and discern patterns / trends with all of the data needed at their fingertips. With this capability, in a short amount of time, a BI tool can transform an analyst from a data novice to a data Rockstar.
Contact Center Management – Deriving meaningful insights from that data
Contact center management or executive management, on the other hand, want clear and accurate reports that represent the voice of the customer and that are aligned with the objectives of the business. Further, they want to know the data is accurate, allowing them to make informed decisions.
Creating dynamic, customized dashboards that not only reflect customer sentiment that day or week but also represent customer and operational trends that appeal to a broad audience provide contact center management with the ability to derive meaningful insights quickly and convert that knowledge into action. Something especially important when negative trends, such as the ones mentioned at the beginning, start to appear.
Decisions made on data, not heuristics
Equipping your contact center staff with advanced self-service analytics capability (BI) will allow them to use their creativity and understanding of the business to build dynamic dashboards where the organization can quickly observe key trends and KPIs – and dig deeper if necessary.
Moreover, the next time that you are asked what is increasing handle time or decreasing customers satisfaction scores, your organization will have the necessary reporting to quickly visualize the root cause and then, develop the appropriate action plan.
Teleopti customer Addison Lee, have been using Teleopti WFM Insights to improve their reporting and unleash their analytics genius.