She’s a customer service manager who uses a bunch of different systems and applications trying to manage her contact centre.
It just isn’t working.
Employees are frustrated, customers are annoyed, and Kris is overwhelmed by too many disconnected systems.
Kris wants to see the bigger picture.
With a variety of different vendors and products, contact centres can be working with more than ten different software systems — Call Centre Helper, Top 10 Call Centre Problems
Connect the dots to see the big picture
- Bring clarity to your customer service operations.
- Unite your data sources so you can see the big picture.
- Make conversation with your customers easy.
Real-time contact centre reporting and analytics
Multichannel Metrics and Key Performance Indicators (KPIs) at Your Fingertips
53% of contact centres say data analytics will do the most to re-shape the industry in the next 5 years…
…yet 40% of contact centres have no data analysis tools.
Source: Dimension Data Global CC Benchmarking
Are you drowning in spreadsheets?
In the call centre, everything you do revolves around data.
How best to provide a great customer experience? Through a single, comprehensive view of every interaction.
The heart of the contact centre
PureCloud provides dynamic views of real-time and historical data – making it easy to keep tabs on the pulse of your contact centre.
A single dashboard lets supervisors see current state, as well as historical metrics across every channel. Need voice, chat and email KPIs and metrics in a single view? No problem!
The supervisor dashboard provides a real-time view of queues, agents, customers waiting, customers interacting, abandons, and service levels. Supervisors can even drill down to discover specific details.
Other metrics include adherence and access to quality evaluations & scorecards. Agents even have their own dashboard including performance evaluations.
PureCloud offers pre-built and customizable reports with consolidated views across channels. Reports are accessible on the supervisor dashboard, or can be exported in a variety of formats.
Mobile Supervisor Application
Monitor contact centre and agent performance anywhere, anytime, using the PureCloud mobile application. Using an iPad or tablet, supervisors can monitor KPIs and service level goals even when they’re away from the desk.
Using the flexible analytics API, customers can leverage business intelligence tools to create integrated reporting that includes the business’ KPIs, existing data and analytics infrastructure.