Custom Call Center Dashboards – the best way to monitor your company’s workflow
It is an open secret that nowadays, the majority of companies worldwide appreciate their time and use to take everything under control. They monitor the workflow of the whole company and their staff, create reports, optimize the analytics and pay attention to customer experience as the key fact of the prosperity and success of the company. There’s no doubt about it: providing a flawless level of customer service is vital if you want to enjoy a successful and sustainable commercial future.
Many call centers are doing their best to improve the overall efficiency, productivity, performance, and intelligence of their company. To achieve this goal, they need to take into consideration the Analytics and Reporting rates. And the best way to do so is by using custom call center dashboards and reports.
Why it is important to analyze the data in Customer Service?
At the age of high concurrency, it’s extremely important to provide insight into the detailed analysis of the call center data. It offers the means to identify strengths, weaknesses, faults, and triumphs of your organization in a variety of areas, and you can use this information to improve and enhance your business on an ongoing basis – customer services is one of those areas. The call center reports help organizations to take corrective measures to set internal targets, monitor agent performance levels, and analyze efficiencies in various areas including complaint resolution, response rate, and overall productivity levels.
What Is A Call Center Report at Nectar Desk?
Call Center Reports allow you to get the required data in a few clicks. Now there is no need to monitor and analyze the data manually. We at Nectar Desk provide our clients with numerous useful reports. Our system generates them automatically so you could upload the report to your PC and have access to the range of relevant call center metrics and KPIs that allow customer service managers and teams to monitor and optimize performance and spot emerging trends in a central location. Learn more about the reports you can generate with Nectar Desk.
Monitoring Dashboards – best way to keep things under control
As you’ve already understood, reports are very helpful in observing the pros and cons of your company as well as every particular agent. But they mostly show the results, so by analyzing the reports, you can draw conclusions and make recommendations for further work. Dashboards, in turn, allow you to monitor the work of your call center in real-time. As the data is presented in an interactive, intuitive, and visual format, it’s possible to view, absorb, analyze, and share vital call center data with ease, saving time and aiding cross-departmental collaboration.
See Here Nectar Desk Call Center Dashboard Reporting Examples:
1. Queue Summary Dashboard
Monitor Multiple queues on a single screen. View the information for the Individual Queue or see the Summary Queue. Select the Disposition and see the number of calls marked with it. Have access to the real-time Call Queue and control Agent Status.
2. Call Queue Dashboard
It is very crucial to record and surveil the accomplishment rates of your call center since the quality of work affects the influx of sales and profit. To keep track of business, a highly effective organizer is a business dashboard.
The Call Queue Dashboard stands for the real-time view of your Contact Center performance. See agents’ activity, Active Calls, SLA, and other important metrics on a single screen. Listen to live calls right from the main dashboard. Control the Response time which is usually conveyed in seconds from the time the call is started till it is answered by an agent, it measures the efficiency of the center’s workers. See the rate of abandoned calls: this is the scale of the magnitude of calls that are cut before they are connected with an agent who responds. It is calculated by [amount of cutoff calls during the waiting period] / [total incoming phone calls].
3. Agent Activity Dashboard
The Nectar Desk Agent Activity Dashboard is one of our custom call center dashboards which displays a top based on the specific disposition code so you could see which agents at your company are the most efficient and productive with further encouraging their efforts 🙂
4. Omnichannel Dashboards
Our newly added Live Chat and Tickets overview dashboards are created to track the chat and ticket handling in your Nectar account.
Incoming Chats/Tickets are the total amount of the conversations you’ve received and have to deal with.
Pending are those, which are new and not handled yet.
Opened – it’s pretty much clear, the chats or tickets you or the other agents have already opened.
Completed are the conversations or emails you’ve successfully handled and closed.
Select the Ticket server or Live Chat instance to track one or a few conversations at the same time.
Among the other Nectar Desk Dashboards there are the following:
By drilling down into call center data analytics, you will be able to improve your customer strategy in a big way, boosting your customer retention rates as well as your brand’s reputation. Our dashboards offer metrics that help improve support levels and provides a sustainable means of enhancing your call center’s bottom line, making it an incredibly valuable tool for the contemporary customer-facing business.
To find out more information, you can explore our website. If you’re eager to learn more about the world of reporting, try our trial for free!