My IVR is up, and customers are responding to prompts—with voice and DTMF. My agents are taking calls. And I haven’t the foggiest idea what they’re doing in that “black box”. IVR Reporting can be challenging at the best of times.  Everyone Wants Something Different So let’s start by being fair. IVR reporting is a giant [...]

February 26th, 2014|Reporting|

Too Much Data Not Enough Insight

Are your staff entering data into spreadsheets from multiple sources? Are your staff even entering data into spreadsheets from multiple contact center reports? How many of your staff are busy compiling your data rather than trying to make sense of it? Have you ever stopped to add up the cost? Manual consolidation can also lead [...]

November 25th, 2013|Reporting|