Analytics and Reporting:
Developing a Contact Center Reporting Plan
November 13, 2008
The areas of performance optimization and performance analytics are getting much attention today as one of the biggest opportunities for improving overall performance in the contact center. What is the difference between reporting, analytics, and performance management? This session is designed to help contact center managers and analysts understand these important functions – and the associated technologies – in order to make better decisions. Attendees will learn the basic roles of each of these three major functions, how they differ, and how they interrelate. Discussions will include how and when to apply these functions based on the specific challenges you face and how to communicate the results to your stakeholders
Seminar attendees will learn to:
• Develop a reporting strategy aligned with enterprise mission and goals.
• Identify the sources of data to be utilized in reporting and analytical tasks.
• Describe the role of performance management supported by reporting and analytics.
• Identify some of the technologies involved in analytics and performance management.
• Recognize best practices for communicating performance results to each of the stakeholder groups
11/13/2008 2:00 PM EST
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