Avaya Contact Center Reporting Fundamentals

Avaya Contact Center Reporting Fundamentals

Reporting is a basic component of a Business or Corporation for being competitive in any industry. A contact center also referred to as a customer interaction center or e-contact center, is a central point from which all customer interactions across various channels are managed. Their primary purpose is to provide customers with efficient and effective technical support, customer service and sales assistance.

Contact center agents are customer service or sales professionals that handle phone calls, emails, live chat messages, SMS texts, and support tickets for companies. ... A contact center agent is typically responsible for handling a large number of inquiries each day.

A KPI, or key performance indicator, is a metric that contact centers use to determine if they're meeting business goals such as efficiency and delivering exceptional service.

A SL, or Service Level, is a metric that contact centers use to determine if they're meeting business goals such as muti channel Service response times to control and monitor for exceptional service.

Analyze Your Cloud or On premise Contact Center Data:

1. Watch Your Call Detail Records. Call detail records list down all incoming and outgoing business calls.

2. Reports for Real Time and Historical Data for Excellent Customer Service

3. Track Call Center KPIs.

4. Study Customer Preferences.

5. Make Quality Assurance a Priority.

6. Key into EX Metrics.

7. Collect Customer Feedback through Surveys.

Learn how to understand Customer Service Reporting for your Business

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What you will learn

• Learn how to understand Excellent Customer Service and Concepts
• Understand the reporting for service areas to be effective.
• Understand service levels to help the business.

Rating: 3.8

Level: Beginner Level

Duration: 1 hour

Instructor: Juan Sebastian Garcia