Contact center reporting can help businesses reduce the risk of regulatory fines and legal issues.
Contact center reporting refers to the process of collecting and analyzing data related to the performance of a contact center, including metrics such as average handle time, first call resolution, and customer satisfaction, to make data-driven decisions and improve operations.
Reporting and analytics are two different aspects of data analysis. Reporting involves gathering and presenting data in a structured format to provide insights into business performance.
Conversely, analytics involves examining data to identify patterns and trends and using this information to draw conclusions and make informed decisions. In other words, reporting provides a snapshot of what has happened, while analytics provide insights into why it happened and what can be done about it.
Here are the top 10 KPIs your contact center should track:
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