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The terms Statistics, Analytics and Reporting are used interchangeably in many call centers. However, these words are very different. Statistics provide numerical information based on simple performance metrics; the number of calls completed, the number of calls handled and on and on. Reports provide historical or real-time aggregates of statistics from call center components, such as the number of available ports at a point in time on an IVR, how many agents are on calls at a specific time and so on. Analytics provide the full picture of call center activity, either in real-time or historically. Analytics use statistics and reports to build a picture of the overall call center.
A MicroAutomation Call Center Analytics Solution is a comprehensive data collection and reporting engine which provides the information to optimize live agent performance, fine-tune caller self-service options and generate statistical evidence of performance levels for management and/ or industry compliance. MicroAutomation’s Analytics Solution includes historical and real-time reports that seamlessly integrate into any call center environment.
A MicroAutomation Analytics Solution allows you to optimize call center performance, maximize efficiency and enhance customer service. Our Analytics solutions can be configured by the MicroAutomation Professional Services team to meet the specific needs of your business.
MicroAutomation has an extensive history of providing Analytics solutions which:
- Improve call center processes and reduce costs
- Enable an extensive analysis of your call center performance
- Provide the tools to monitor and evaluate the effectiveness of live agents and the efficiency of your automated self-service applications
- Ensure your call center meets your customer service targets and provides reporting capabilities for compliance obligations
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