Email UsContact Centre Reporting - Infinity Performance Management
Actionable information is the key to any business. In our experience, contact centre managers are never short of reports, however looking at historical data and viewing key performance indicators in real time are two different things entirely.
Infinity Performance Reporting is a key add-on to the Infinity Agent Desktop. It utilises the information gathered on interaction volumes, customer contacts and results to deliver an instant view of how your business is performing. With this level of accurate and timely performance, data managers are able to optimise performance dynamically and adapt to changes in customer behaviour instantly.
How Does It Work?
Infinity Performance Reporting leverages all the data provided from your telephony and multimedia delivery platforms along with information collected at the agent desktop, to allow you to review all aspects of your business. You specify what is important to you and the software collates and analyses the appropriate data before presenting it in a dynamic and visually appealing manner. Real-time and historic information can be presented on wallboards, managers" screens or as formal reports.
We have a short video presentation about the benefits of Infinity Performance Reporting. View the video.
Benefits
Infinity Performance Reporting is more than just numbers on a scrolling display. It allows agents to see the performance of the whole operation and gain a sense of belonging that helps them to focus on what is important, thereby raising their game.
This combination of timeliness and graphical visualisation also enables managers and supervisors to see instantly what is working, what is not, and what issues they need to address. Infinity Performance Reporting provides supervisors and managers with access to comprehensive information of what has happened and often more importantly, what is happening.
Helping the Business
Infinity Performance Reporting not only enables everyone to better manage contact centre operations, but also encourages staff to understand and address issues across the whole business. An increase in customer service calls, high volumes of unproductive sales calls, and abnormal extension of call durations, can all be symptoms of issues in other parts of the business. Infinity Performance Reporting enables you to identify these as and when the issues arise and address them based on factual evidence.
Ready To Deploy
We deliver Infinity Performance Reporting with a set of out-of-the-box screens and reports that instantly provides you with valuable information. This instantly maximises the value of the product. Supervisors and managers can then simply define key performance indicators and tailor the product to their own needs.
"In turbulent times, reliable management information is particularly vital in order to make timely decisions. Companies that continue using the same reporting templates and KPIs regardless of changes in the external environment - we"ve always done it this way – are going to be less competitive."
Carl Adkins, CEO