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The Right Way to Do Contact Center Reporting

Wednesday, 07 August 2019  
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Many good things come out of contact centers, but reporting is generally not one of them. Given the large number of systems – automatic call distributors (ACDs), interactive voice response (IVR), computer telephony integration (CTI), customer relationship management (CRM), email response management, chat, dialing, recording, workforce management, quality assurance, surveying, speech analytics, just to mention a few – each of which generates lots of reports, contact center managers and supervisors are often buried in data but eager for actionable insights.

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