SHARE



ABOUT THE AUTHOR


Martin Tracey
Currently CEO at LANtelligence, Martin started his career in the Telecom industry with big carriers like Bell Canada over 25...
Read Full Bio >>
SHARE



Martin Tracey | December 26, 2017 |

 
   

Reporting Key for Proper Contact Center Design

Reporting Key for Proper Contact Center Design It’s paramount to understand what information you need and how you want it presented, prior to a contact center implementation.

It’s paramount to understand what information you need and how you want it presented, prior to a contact center implementation.

When it comes to contact centers, over the last 20 years one complaint we see more than any other is around the quality and reliability of a given solution's reporting tools. When you are designing a contact center, one of the most important questions you should be asked by the company selling the contact center solution is what are the key data points and reports you will need to measure performance?

This may sound a little "cart before the horse," since some managers and supervisors may not realize what reports are available for customers newly migrating to a contact center solution. Veteran contact center managers and supervisors, on the other hand, will have a good idea of the metrics and reports needed after the installation to measure performance. These reports will be the basis for communication of the contact center's performance and impact to the C-level executives.

What we have seen over the years is that the basis for most dissatisfaction with reporting has two primary sources. The first is the solution design. At the very beginning of the data collection process and business process reviews, reporting should be one of the first items reviewed and agreed upon. Behind the scenes, contact center solutions make a variety of routing choices when determining where to route the next interaction. Having a clear vision on the desired reports and data can help clarify the routing choices required. Not all routes that an interaction takes are the same, and how the interaction is routed can have an impact on how it appears on the reports at the end of the day/week/month or quarter.

portable
Therefore, it is paramount to understand prior to starting the implementation what information and how management wants this presented. If you don't have a clear plan for the reporting results that are desired you cannot build out an appropriate call flow to provide these key data points. This is the most common mistake we see in contact center designs/deployments, and is one of the two keys to poor data/reporting confidence.

The second source comes from solutions that are drawing data from multiple databases. This occurs because the contact center solution is using multiple third-party solutions for applications like workforce management, analytics, quality monitoring, and recording. The data is there, just in multiple databases, which makes it more difficult to combine and report on.

In addition, if any one of those applications or third-party vendors updates or revises their data structure and tables, this can leave end users scrambling to fix the hole in data that occurred when the data formats/tables were updated in the last upgrade. Far too often this scenario creates a cycle of ongoing upgrades to try and get the different solutions working in harmony. Overtime the management's lack of confidence in the data undermines the results and the ability to show the value of the contact center organization. The best answer to this issue is a solution that has a single database for all of these important applications in a single database. In some cases, you may be giving up a couple features, but the end result is that data and reporting are accurate and can be used to support the value of the contact center with the C-level executives.

There are a couple of things to consider when deploying a new enterprise contact center. The first one is that the company who is building the system has the foresight to recognize that reporting is essential to the configuration of the system. The second is to find a system that natively has the additional applications you want to add, such as WFM, QM, call recording, and speech analytics. Not only is this a native application (single vendor), but this will also mean a single database for their applications.

Learn more about Contact Center & Customer Experience at Enterprise Connect 2018, March 12 to 15, in Orlando, Fla. Register now using the code NOJITTER to save an additional $200 off the Advance Rate or get a free Expo Plus pass.





COMMENTS




April 25, 2018

Yesterdays simple phone call to a contact center or business location is rapidly becoming todays interactive session, spanning multiple channels and devices. If you need to know how Omnichannel can

March 7, 2018

Video collaboration is experiencing significant change and innovation-how can your enterprise take advantage? In this webinar, leading industry analyst Ira Weinstein will present detailed analysis

February 21, 2018

Business agility has become the strongest driver for enterprises to begin migrating their communications to the cloud-and its a benefit that enterprises are already realizing. To gain this benefit

March 12, 2018
An effective E-911 implementation doesn't just happen; it takes a solid strategy. Tune in for tips from IT expert Irwin Lazar, of Nemertes Research.
March 9, 2018
IT consultant Steve Leaden lays out the whys and how-tos of getting the green light for your convergence strategy.
March 7, 2018
In advance of his speech tech tutorial at EC18, communications analyst Jon Arnold explores what voice means in a post-PBX world.
February 28, 2018
Voice engagement isn't about a simple phone call any longer, but rather a conversational experience that crosses from one channel to the next, as Daniel Hong, a VP and research director with Forrester....
February 16, 2018
What trends and technologies should you be up on for your contact center? Sheila McGee-Smith, Contact Center & Customer Experience track chair for Enterprise Connect 2018, gives us the lowdown.
February 9, 2018
Melanie Turek, VP of connected work research at Frost & Sullivan, walks us through key components -- and sticking points -- of customer-oriented digital transformation projects.
February 2, 2018
UC consultant Marty Parker has crunched lots of numbers evaluating UC options; tune in for what he's learned and tips for your own analysis.
January 26, 2018
Don't miss out on the fun! Organizer Alan Quayle shares details of his pre-Enterprise Connect hackathon, TADHack-mini '18, showcasing programmable communications.
December 20, 2017
Kevin Kieller, partner with enableUC, provides advice on how to move forward with your Skype for Business and Teams deployments.
December 20, 2017
Zeus Kerravala, principal analyst with ZK Research, shares his perspective on artificial intelligence and the future of team collaboration.
December 20, 2017
Delanda Coleman, Microsoft senior marketing manager, explains the Teams vision and shares use case examples.
November 30, 2017
With a ruling on the FCC's proposed order to dismantle the Open Internet Order expected this month, communications technology attorney Martha Buyer walks us through what's at stake.
October 23, 2017
Wondering which Office 365 collaboration tool to use when? Get quick pointers from CBT Nuggets instructor Simona Millham.
September 22, 2017
In this podcast, we explore the future of work with Robert Brown, AVP of the Cognizant Center for the Future of Work, who helps us answer the question, "What do we do when machines do everything?"
September 8, 2017
Greg Collins, a technology analyst and strategist with Exact Ventures, delivers a status report on 5G implementation plans and tells enterprises why they shouldn't wait to move ahead on potential use ....
August 25, 2017
Find out what business considerations are driving the SIP trunking market today, and learn a bit about how satisfied enterprises are with their providers. We talk with John Malone, president of The Ea....
August 16, 2017
World Vision U.S. is finding lots of goodness in RingCentral's cloud communications service, but as Randy Boyd, infrastructure architect at the global humanitarian nonprofit, tells us, he and his team....
August 11, 2017
Alicia Gee, director of unified communications at Sutter Physician Services, oversees the technical team supporting a 1,000-agent contact center running on Genesys PureConnect. She catches us up on th....
August 4, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, has lately been working on integrating enterprise communications into Internet of Things ecosystems. He shares examples and off....
July 27, 2017
Industry watcher Elka Popova, a Frost & Sullivan program director, shares her perspective on this acquisition, discussing Mitel's market positioning, why the move makes sense, and more.
July 14, 2017
Lantre Barr, founder and CEO of Blacc Spot Media, urges any enterprise that's been on the fence about integrating real-time communications into business workflows to jump off and get started. Tune and....
June 28, 2017
Communications expert Tsahi Levent-Levi, author of the popular BlogGeek.me blog, keeps a running tally and comprehensive overview of communications platform-as-a-service offerings in his "Choosing a W....
June 9, 2017
If you think telecom expense management applies to nothing more than business phone lines, think again. Hyoun Park, founder and principal investigator with technology advisory Amalgam Insights, tells ....
June 2, 2017
Enterprises strategizing on mobility today, including for internal collaboration, don't have the luxury of learning as they go. Tony Rizzo, enterprise mobility specialist with Blue Hill Research, expl....
May 24, 2017
Mark Winther, head of IDC's global telecom consulting practice, gives us his take on how CPaaS providers evolve beyond the basic building blocks and address maturing enterprise needs.
May 18, 2017
Diane Myers, senior research director at IHS Markit, walks us through her 2017 UC-as-a-service report... and shares what might be to come in 2018.
April 28, 2017
Change isn't easy, but it is necessary. Tune in for advice and perspective from Zeus Kerravala, co-author of a "Digital Transformation for Dummies" special edition.
April 20, 2017
Robin Gareiss, president of Nemertes Research, shares insight gleaned from the firm's 12th annual UCC Total Cost of Operations study.
March 23, 2017
Tim Banting, of Current Analysis, gives us a peek into what the next three years will bring in advance of his Enterprise Connect session exploring the question: Will there be a new model for enterpris....
March 15, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, discusses the evolving role of the all-important session border controller.
March 9, 2017
Organizer Alan Quayle gives us the lowdown on programmable communications and all you need to know about participating in this pre-Enterprise Connect hackathon.
March 3, 2017
From protecting against new vulnerabilities to keeping security assessments up to date, security consultant Mark Collier shares tips on how best to protect your UC systems.
February 24, 2017
UC analyst Blair Pleasant sorts through the myriad cloud architectural models underlying UCaaS and CCaaS offerings, and explains why knowing the differences matter.
February 17, 2017
From the most basics of basics to the hidden gotchas, UC consultant Melissa Swartz helps demystify the complex world of SIP trunking.
February 7, 2017
UC&C consultant Kevin Kieller, a partner at enableUC, shares pointers for making the right architectural choices for your Skype for Business deployment.
February 1, 2017
Elka Popova, a Frost & Sullivan program director, shares a status report on the UCaaS market today and offers her perspective on what large enterprises need before committing to UC in the cloud.
January 26, 2017
Andrew Davis, co-founder of Wainhouse Research and chair of the Video track at Enterprise Connect 2017, sorts through the myriad cloud video service options and shares how to tell if your choice is en....
January 23, 2017
Sheila McGee-Smith, Contact Center/Customer Experience track chair for Enterprise Connect 2017, tells us what we need to know about the role cloud software is playing in contact centers today.