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White Paper: Drawing a Roadmap for Better Contact Center Reporting

The modern contact center is no longer a single monolith of voice technology – it’s an ever-evolving, multi-vendor assembly of different systems and applications that track and measure many dimensions of the customer experience. While some of these individual systems feature basic reports on their particular “silo” of data, managers are under increasing pressure to understand how the contact center as a whole is performing – which usually entails playing a migraine-inducing game of mix-and-match with data that doesn’t play well with other data.

White Paper: Beyond the Tyranny of the Spreadmart - Business Intelligence in the Contact Center

Sound structure determines utility and value -- it’s a hard lesson that many contact center analysts, managers and executives are now learning when it comes to reporting and analysis of data in today’s multi-system, multi-channel and multi-vendor contact centers. Many are wrestling with — and yet still perpetually building — an unwieldy structure called the spreadmart, an ever-expanding collection of spreadsheets doing the job of a data warehouse or a data mart.

White Paper: Nine Pitfalls to Avoid in Defining KPIs for the Contact Center

There are days when contact center analysts, supervisors and managers must feel like they’re staring at the same indecipherable waterfall of data. The many, various and complex systems that make up the modern contact center form a fount of data that never runs dry; they collect information on virtually every measurable aspect of a customer interaction, how it was handled, and by whom.

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