Avaya Contact Center Reporting Fundamentals

Learn how to understand Customer Service Reporting for your Business

What you'll 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.
Learn SLA methods to be more successful in any industry.
Requirements
Any User
Description
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: Watch Your Call Detail Records. Call detail records list down all incoming and outgoing business calls.Reports for Real Time and Historical Data for Excellent Customer ServiceTrack Call Center KPIs.Study Customer Preferences. Make Quality Assurance a Priority. Key into EX Metrics. Collect Customer Feedback through Surveys.

Overview

Section 1: Introduction

Lecture 1 Introduction

Section 2: Contact Center and Customer Service Reporting

Lecture 2 Contact Center and Customer Service Reporting

Section 3: Understanding Reports for Customer Service

Lecture 3 Understanding Reports for Customer Service

Section 4: Reports and Service Levels for the Enterprise

Lecture 4 Reports and Service Levels for the Enterprise

Section 5: Architecture of Reports for Customer Service

Lecture 5 Architecture of Reports for Customer Service

Section 6: Reports for the Enterprise

Lecture 6 Reports for the Enterprise

Section 7: Contact Center Example Reports

Lecture 7 Contact Center Example Reports

Learn Excellent Customer Service