Transcription of Effective Reporting - ICMI
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Effective Reporting - ICMI
1 Effective Reporting What Is Effective Reporting ? What is your definition of Effective Reporting ? Effective Reporting is only defined by the results obtained by reviewing the report data and making changes to improve performance of the team or individual. Producing contact center Best Practice reports is only accomplishing 50% of the battle. Understanding and interpreting the data provided in the reports accounts for an additional 25%. Taking appropriate action to improve performance or change staff behavior accounts for the remaining 25%. Too often contact center managers feel they have won the battle by developing and producing Best Practice reports on a regular basis. Some managers understand and interpret the data, but only a few actually are able to use the data to improve performance and deliver a higher quality of service.
4 www.zavata.com 770.280.2630 800.350.5781 Effective Reporting the service level is known. Take corrective action if possible and communicate to the staff and key management personnel.
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