07 Jan Do you need a reporting portal?
Running a contact center is not an easy task, what with the number of different processes running at the same time and the moving parts that have to be carefully monitored.
Luckily, today’s contact centers have the benefit of modern technology behind them. Companies like Nautilus, for example, bundle our contact center solution with a Reporting Portal that allows businesses to have a bird’s-eye-view of how their operation is doing; showcasing the performance metrics that matter and allow them to do their job well.
Does your business need a reporting portal? And what are the benefits of having one?
What a reporting portal does
As it has never been more important (and more challenging) to keep track of one’s business, the notion of having a tool that allows you to do just that is something close to a godsend! In today’s landscape, the name of the game is customer experience — which is something that’s affected by a lot of factors that start from the top to the very bottom chain of command. It’s in the decisions that operations make, to the implementation and the interactions of the customer service agents at the very front.
Knowing your numbers helps level the playing field; it gives you a chance to anticipate and make appropriate assessments with regards to your business. Knowing the numbers that can help and or hurt your business is key for survival!
Awareness of metrics
The evolution of the humble call center into the modern contact center as we know it today has made it significantly harder to keep track of the overall health of one’s business. The emergence of the multi-channel preference of customers offers the most notable difficulty in the shift towards modernization in the customer service industry. That’s why a Reporting Portal helps!
In unifying all call metrics in one handy space, always within reach , and categorized accordingly, business leaders are allowed to see organizational data in a structured form. Reporting portals allow for faster, more efficient, and more accurate tallies. In a contact center, this is handy if one is to keep track of their Key Performance Index (KPIs) and other data needed to run their operations.
Other benefits of a Reporting Portal
Aside from awareness of one’s metrics, what are the other key benefits of having a reporting portal for your business?
- For gauging agent performance — contact centers run on the efficiencies of their agents. If their agents are performing well, it drags the whole operation down and will likely cost the business both financially and figuratively. Nautilus’ Reporting Portal keeps track of important agent metrics like hold times, call times, and other performance indicators.
- Improving customer service — awareness of how one’s business performs lends towards better self-introspection, gratitude, and — ideally — self-improvement. A reporting portal lets you see where your business is lacking, and where you can improve on. As the industry shifts towards focusing more on improving the customer experience, every step of the journey matters. So if you can manage to avoid any mistakes by making the right improvements on your customer service, the better it is for everybody.
- Cost-cutting and cost-efficiencies — another important thing about running a business is knowing where and when to cut back. In a contact center perspective, this could refer to when to hire and onboard new agents. By using a reporting portal, one can predict busy periods in the year and allows a business to set their schedules ahead of time. Is December a busier month? Look at previous data and set your staffing accordingly. Do you think you need to set more overtime hours for the holidays? Do that too.
Reporting Portals of today and how to leverage them
There’s a shift in the industry today and it’s centered around one thing: data. More and more companies are starting to see the benefits they provide, and are coming up with appropriate integrations to maximize the services they offer. Take our various Nautilus solutions, for example.
Our Contact Center Solution is a specific plan we developed to arm businesses who are thinking of upping their customer service operations. It comes with our signature calling feature, as well as our enterprise-ready Reporting Portal. The latter feature does everything we’ve discussed here in this article and more!
We’ve built in an agent report feature that allows business leaders to monitor and track their team’s performances, as well as give them talking points for coaching and mentoring purposes.
The last, and probably most important feature we’ve integrated to our Reporting Portal is the Customer Journey. This feature allows all agents to see previous interactions, with links to helpful recordings that could benefit them team from a monitoring and quality control perspective. The customer journey is the complete picture of the client’s experience, and is essential if one were to personalize the interaction.