Wednesday, May 26, 2010

Unified Reporting for the Contact Center

Unified Reporting for the contact center goes beyond summarizing an ACD report for the team leaders or managers. True unified reporting is a multi-tiered process.
  1. Identify the data and the sources where that data is stored;
  2. Capture the data from disparate data silos;
  3. Build the reports based on specific needs of the users;
  4. Create alarms and alerts for the reports so key metrics that are in variance are highlighted;
  5. Publish the reports to each level of the Contact Center from the agent to senior management.

Contact Centers store a tremendous amount of data and most never do anything with that information. Unified reporting provides the contact center the opportunity to increase agent and team leader efficiencies with real time reports showing their current status. Unified reporting also aides the manager and senior management with historical reporting and real time drill down to assess the contact centers productivity.


  1. Very interesting, It appears that so many contact centres have IVR, Work Force Management, Customer Satisfaction Surveys, Help Desk Trouble Ticketing Systems etc. but how else are you able to identify what’s truly happening in the contact centre? I believe Unified Reporting is an effective tool to being able to provide the level of insight that a modern day contact centre requires across each of these platforms.

    Unified Reporting can be tailored specifically to meet the requirements of the audience its intended for. Agents, Team Leads, Executives etc.

    Many thanks for the insight I think I will review the Spectrum web site in more detail and see how we may best be able to utilise this solution in our organisation.

  2. There are two sides to every story and in the contact center the two sides are how the agents, team leaders, managers and senior management think the call center is doing and then how the customers think the agent is handling their request. An effective call center manager should be looking at how the customer thinks the contact center is doing. To do this the manager should be looking at First Call Resolution, Customer Satisfaction surveys, CRM stats, Chat and email stats, as well as monitoring the agent discussions with customers in real time or through random reviews of call recordings.

    Every call center is different and it is vitally important to know what industry you are in, what your goals are and how you are performing against your goals. Then you will begin to understand how the contact center is performing.



  3. This is a very relevant article for anyone interested in measuring online survey and customer loyalty. Especially the automation part I find quite interesting and relevant.

    I read your blog often, and I really enjoyed this post. We go to great lengths to measure Customer Satisfaction, and it is arguably the key influence on changes we make.

    Customer Satisfaction Questionnaires