Business intelligence reports are the guiding lights of any contact center, providing visibility into operational performance and driving the decision-making process of its leaders.
Table of contents
- Average Statistics – “I am more than you see.”
- Business Intelligence: The Next Generation Data Analysis Tool
- Harness your Agency’s Full Potential with LiveVox Business Intelligence
- Uncover Contact Center Insights with Real-Time Business Intelligence Reports
- Comparing Static Reports vs Business Intelligence
- Empowering Contact Center Leaders with Cutting-Edge Business Intelligence Capabilities
- Elevate Performance with Advanced Business Intelligence Tools
Reports such as campaign activities, agent activities, connect rate, and conversion rate are critical reports reviewed on a daily basis. While these reports remain important, the insight they provide typically present call activity in terms of averages – Average Talk Time (ATT), Average Speed of Answer (ASA), Average Hold Time (AHT), Right Party Contact (RPC) rate – terms most contact center leaders know like the back of their hand.
So, you may ask what’s wrong with averages?
Average Statistics – “I am more than you see.”
Like a duck swimming in a pond, what appears calm on the surface does not represent the activity underneath. There’s a lot to be discovered from your data beyond average statistics. If you evaluate performance just by averages, you might be overlooking some major bottlenecks or inefficiencies.
Let’s take one example as a case in point – if the average talk time across an hour for a particular agent is close to the 2 minutes benchmark call duration, then does that mean all is well? What if it turns out that this agent spent nearly an hour on a single call and then hung up on the next 30 calls shortly after connecting, in just under 10 – 30 seconds? In this example, the average is very misleading.
Let’s take a closer look at Business Intelligence and how it is helping you address this problem.
Business Intelligence: The Next Generation Data Analysis Tool
As the size of your business increases, so does the volume of the operational data. Contact centers can generate millions of call detail records every month, including interactions with agents as well as interactions via messaging or self-service channels. Business Intelligence (BI) provides powerful applications, infrastructure, tools plus best practices to dig into such large sets of data. BI simplifies the access and analysis of information and returns insights to improve decision-making and optimize performance. Companies across many industries are embracing business intelligence because cloud-based solutions are lowering the entry barrier for adoption.
Harness your Agency’s Full Potential with LiveVox Business Intelligence
LiveVox offers robust Business Intelligence delivered from the cloud for contact centers. It is tightly integrated with LiveVox reporting. Here are a few advantages to the tool.
Drill Down into Averages
As we showed earlier, relying on average talk time to evaluate performance can be risky. The ability to drill down into individual call talk time can help uncover potential inefficiencies. You can use this information to identify training gaps and bad behavior and coach appropriately. LiveVox BI provides you with the ability to drill, slice and dice your data in simple and intuitive ways. You can dynamically create new graphical views using different metrics, creating month-to-date and year-to-date comparison models.
Customizable Reports and Visual Dashboards
Just as one size does not fit all, static reports provide limited value and cannot satisfy all the requirements of different users. Static reports lack data visualization such as charts and offer limited options for interactivity. Access to visual and dynamic dashboards stimulates a culture of proactive instead of retroactive decision-making. LiveVox BI not only offers pre-built reports but also gives you the ability to generate ad-hoc and custom reports that cater to your unique reporting requirements.
Consolidate Reporting under a Single Pane of Glass
BI offers a dashboard for centralized business intelligence reporting that can be easily accessed from a web-based user interface. It offers an aggregated view of the data by different dimensions, providing a 360-degree view of the business. This is invaluable in forecasting and analyzing trends – insights that are difficult if not impossible with piecemeal data analysis. Users can also get consolidated reports from multiple systems in a single front-end solution. Without BI, this would require manual processes that typically increase data inconsistency and silos concerns. BI saves you time and effort by aggregating data from multiple tools.
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Uncover Contact Center Insights with Real-Time Business Intelligence Reports
One of the powerful features of LiveVox’s business intelligence tool is its ability to provide real-time insights through dynamic reports. Let’s consider a real-time business intelligence report example. Imagine a contact center manager, Sarah, who is responsible for optimizing agent performance and driving exceptional customer experiences. Using LiveVox’s business intelligence reports, Sarah can access a real-time dashboard that displays key metrics, such as call volume, agent availability, average handle time, and customer satisfaction scores.
With a few clicks, Sarah can drill down into specific agent performance and view detailed statistics for each individual. This includes metrics like average talk time, call resolution rate, first-call resolution, and customer sentiment analysis. Let’s say that one afternoon, Sarah notices that the average handle time of one of her agents, Brad, has recently spiked. She checks in on Brad to try to identify the cause of his longer handle times. Brad confesses to Sarah that he’s been struggling to navigate their new agent scripts because he missed part of the training session. Sarah arranges the training Brad needs, and his handle times quickly improve.
By taking advantage of this level of visibility into real-time data, Sarah can identify agents who may need additional training or support. And the benefits don’t stop there—she can also allocate resources more efficiently and address potential bottlenecks as they arise.
In this business intelligence report example, Sarah is equipped with actionable insights that enable her to make data-driven decisions and drive continuous improvement within the contact center. The ability to access real-time reports empowers contact center leaders to proactively address challenges, optimize performance, seize opportunities swiftly, and create a customer-centric environment that leads to increased loyalty and satisfaction.
Comparing Static Reports vs Business Intelligence
Contact center managers understand the limitations of relying solely on static reports. Traditional static reports provide limited value due to their lack of interactivity and data visualization capabilities. They often present information in a fixed format, making it challenging to extract actionable insights, identify emerging trends, or delve deep into the underlying data. This is where LiveVox’s business intelligence solution shines as a game-changer.
When you compare static reports versus business intelligence, there are a few key points to keep in mind. LiveVox’s business intelligence software offers dynamic, customizable reports and visual dashboards. These powerful tools enable contact center leaders to explore data in a more interactive and insightful way.
With LiveVox’s business intelligence, you can access real-time data, drill down into specific metrics, and visualize trends through charts, graphs, statistics, and detailed performance summaries. The “real-time” feature here is key. Instead of waiting for a static report to be generated and looking at past performance, business intelligence allows you to identify problems as they arise. In an environment where every second counts, this is crucial in improving customer satisfaction.
By leveraging business intelligence, contact center leaders can unlock the true potential of their operations. You can identify patterns, analyze historical data, perform root cause analysis, and make data-backed decisions to optimize performance, enhance customer experience, and drive operational efficiency. With LiveVox, contact centers can move beyond static reports to business intelligence, embracing a proactive approach to decision-making that fosters continuous improvement and sets you and your team apart from your competitors.
Empowering Contact Center Leaders with Cutting-Edge Business Intelligence Capabilities
LiveVox offers a suite of cutting-edge business intelligence capabilities designed to empower contact center leaders and drive operational excellence. With LiveVox business intelligence, you can harness the power of data to make informed decisions, gain deep insights, and unlock the full potential of your contact center. After all, a well-informed contact center leader can make the difference between success and failure for their team.
LiveVox’s business intelligence capabilities include customizable reports and visual dashboards that cater to the unique reporting requirements of contact centers. Contact center leaders can easily access the user interface to consolidate reporting from multiple channels, from voice to email, gaining a comprehensive 360-degree view of your operations. Plus, our dashboard updates visualized data every two hours to make sure contact center leaders can access timely insights. This top-to-bottom data solution enables you to execute accurate forecasting, trend analysis, and data-driven decision-making.
LiveVox business intelligence capabilities go beyond static reporting by allowing you to create ad-hoc reports, explore specific metrics for individual agents, compare performance across different timeframes, and perform complex data analysis. This flexibility and interactivity empower contact center leaders to identify areas for improvement, monitor agent performance, track customer sentiment, and align strategies with organizational goals.With LiveVox’s advanced business intelligence capabilities, contact center leaders can stay ahead of the competition, drive efficiency, enhance customer satisfaction, and deliver exceptional experiences at every touchpoint. By leveraging the full potential of the right business intelligence tools, you and your team can achieve sustainable growth, strengthen your organization’s market position, improve agent engagement and retention, and create long-term success.
Elevate Performance with Advanced Business Intelligence Tools
In today’s dynamic contact center landscape, maximizing performance is crucial to delivering exceptional customer experiences and maintaining a competitive edge. LiveVox’s advanced business intelligence tools can help with this, too. With our contact center business intelligence solutions, managers can unlock valuable insights, drive continuous improvement, and achieve operational excellence across all of their channels.
Through comprehensive data analysis, contact center leaders can identify trends, patterns, and performance gaps. You can track key metrics such as call volumes, handle times, first-call resolution rates, customer satisfaction scores, agent productivity, and adherence to service-level agreements. Armed with this information, you can make data-driven decisions to optimize resource allocation, streamline workflows, improve agent training programs, and personalize customer interactions.
LiveVox’s contact center business intelligence tools offer the ability to create customized reports and interactive visual dashboards. They also allow you to perform advanced analytics. You can access real-time data, monitor performance trends, perform root cause analysis, and gain a holistic view of your contact center’s operations. By utilizing the power of business intelligence, you can proactively address challenges, identify opportunities for improvement, implement targeted strategies, and foster a culture of continuous learning and growth. Business intelligence is no longer optional in today’s market. If you want to maximize your team’s success, you need the best contact center business intelligence tools. By leveraging the most advanced solutions, contact center leaders can unlock hidden value within their operations, drive sustainable growth, deliver outstanding customer experiences, and position their contact centers as industry leaders in today’s competitive landscape.