What are agent reports in contact centres?
Agent Reports are documents created by contact centres or customer service organisations to track and analyse the performance of individual customer service agents. These reports offer insights into how agents handle customer interactions, their productivity, and their adherence to key performance indicators (KPIs) and metrics. They include data on interaction volume, duration, and quality, helping identify areas of strength and improvement. Agent Reports also assist in workforce management and resource allocation by highlighting peak call times and ensuring compliance with policies and regulations. Effectively using these reports can lead to enhanced agent performance, improved customer service, greater operational efficiency, and data-driven decision-making.
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How Opus' contact centre consultants can assist you
Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support. Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs.
Our specialist contact centre services include but are not limited to:
- Workforce Management
- Workforce Optimisation
- Artificial Intelligence
- Knowledge Management
- Speech Analytics
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