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intelligentReports

intelligentReports™ (iReports™) are designed to give users constant feedback on their performance. When combined with iCustomer and iDesktop, this feature provides focus on your company objectives and achievements. iReports target key measures designed to drive the best possible advisor behaviour whilst delivering powerful insight for supervisors and managers.

Call Centre Reports

iReports are designed for customer advisors, supervisors and managers. They run in near real time to ensure customer services are maintained at the highest standard.

Key Benefits

1. Customer advisors targeted on objective measures
2. Supervisors have near real time view of all customer activity
3. Targeted use of company resources
4. Focus on customer satisfaction or revenue generation
5. Early warning of customer issues
6. Evidence-based improvement initiatives
7. Track competitive advantage in dynamic markets.

Key Features

1. Current situation snapshot
2. Trend analysis
3. Drill down to detail view
4. Access to contact records and call recordings
5. Agent/Customer/Product view
6. Filter information for specific business or objective.

Dashboards

In order to achieve intelligentContact with your customers, it is important understand the key performance indicators at all times. This is where our intelligentDasboard come into their own. Not only can the dashboards provide key information to supervisors, they can also be embedded in agent screens allowing each member of the contact centre monitor their own performance. By giving everyone access to key business measures you can improve the overall performance and focus of customer service.

Custom dashboards can be put together in minutes simply by adding the most relevant views and dragging them into place. Once created, the dashboards can be saved or displayed within a web browser. Dynamic data is refreshed every minute of the day so you can respond quickly to changes in customer demand of contact centre performance.

Key Benefits

• Quickly configure the business scorecard
• View key performance indicators on a single screen
• Near real time information for quick response to customer demand
• Improve contact centre performance by understanding key trends
• Focus on specific areas for improvement
• Merge business information with contact centre statistics

Key Features

• Pre-configured library of dashboard views
• Drag and drop easy configuration
• Aggregated information or dill down to monitor single agent/service
• Integrate dashboards into agent scripts
• Web client for easy publication

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