A modern call center is a communication hub that continuously processes a significant amount of data. The ability to “see” and interpret this data largely determines the success of the company. Digital information allows refining processes, initiating initiatives, and implementing innovations through analytics.
With large volumes of indicators, facts, and figures, along with a vast number of relationships, understanding which information to work with first can seem like a challenging task. This is where the dashboard comes to the rescue – a visual analytics tool. What is a dashboard, and what tasks does it help a call center solve? Let’s delve into the details.
What is a dashboard?
A dashboard is a digital information panel for online reporting. In a call center, a dashboard is a visual tool that provides a compact and clear representation of important data, metrics, charts, information, and key performance indicators in the form of graphs, charts, tables, and other visualization elements on a single panel.
Dashboards for call centers are created to facilitate customer service monitoring, simplify analysis and decision-making, allowing managers and agents to quickly obtain information about the status of key indicators in real-time.
Why does a call center need a dashboard?
All the necessary information on the interactive dashboard panel is presented in the form of graphs and diagrams. This facilitates perception and helps quickly get answers regarding the efficiency and productivity of the call center through objective indicators.
Answering the question, we can highlight the main tasks that a dashboard performs in a call center:
- Call center automation of statistics collection processes;
- Integration of information from various channels;
- Creation of a unified structured system of metrics;
- Interactive presentation of results;
- Problem identification;
- Selection of optimal management decisions.
In addition, unlike an Excel dashboard, modern contact center quality management software allows for a more detailed study of indicators without delving into the intricacies of analytical dumps and does not require special skills and knowledge from agents. In simple terms, a dashboard is an advanced reporting tool that contains key data available at any time in a clear and visual format.
Advantages of modern dashboards over Excel reports
For many years, Excel has been the primary tool worldwide for data processing, calculations, data analysis, chart building, and more. However, this tool requires a lot of time and does not meet the collaborative needs of teams. It lacks powerful functionality for project management and task control.
With the development of software for call centers, dashboards offer similar functionality, improving or complementing it with innovative features that attract new users. Modern dashboards for call centers have numerous advantages compared to traditional Excel-format dashboards:
Real-time data and automation
Modern dashboards provide instant access to real-time data, which is particularly crucial for call centers where the ability to react promptly to changes is a key factor in maintaining a high level of service.
RPA automation involves the dashboard’s ability, as call center software, to integrate with various systems such as CRM (Customer Relationship Management), ACD (Automatic Call Distribution), and other customer relationship analysis tools, enabling automatic data collection and analysis.
Visualization and interactivity
Dashboards for call centers utilize graphical images, diagrams, and charts for effective data visualization, making them more understandable and user-friendly.
Users can interact with the data using filters, parameters, and other tools for a more in-depth analysis.
Easy analytics and reporting
Interactive information panels for call centers can automatically generate analytical reports, make forecasts, and provide recommendations, helping make more informed decisions. The collection and display of key performance indicators for the call center, such as CSAT, NPS, CES, and customer retention, become more efficient and convenient due to the special features of dashboards.
Modern dashboards are typically integrated into comprehensive cloud solutions for call centers. Therefore, they are accessible via the internet, allowing remote employees and managers to easily access important information from any location.
Security and data protection
Modern virtual pbx providers comes with advanced data security features, including authentication, data encryption, and access control, as mandatory usage conditions. Dashboards for call centers are typically developed with security measures in mind, protecting against various types of attacks such as SQL attacks, cross-site scripting (XSS), and others. Some systems allow for the configuration of monitoring and event logging, enabling the detection of abnormal activity and quick responses to potential security threats.
In summary, modern dashboards for call centers provide greater efficiency, flexibility, and responsiveness to changes, making them attractive to companies that prioritize productivity and high levels of customer service.
GB Dashboard: a powerful statistical tracking tool
Analytical Dashboard examines the current performance of the call center, taking into account Key Performance Indicators (KPIs). The interactive information panel, GB Dashboard, helps understand, in real-time, whether the metrics align with the set goals. Among its key advantages are:
- Customized display of statistics for each user;
- Results of call queues, topic distribution, and call outcomes;
- Calculation and display of telecommunication and agent working time costs;
- Sectoral diagrams, bar chart graphics, and various charts for data visualization;
- Customizable thresholds to highlight critical values;
- Customer action statistics in the call center IVR menu;
- Tracking various communication channels;
- Flexible data access rights for operators, groups, queues, and campaigns.
Investing in modern call center software allows you to create comprehensive reports on GB Dashboard, adapted for devices such as PCs, laptops, tablets, and smartphones. With the dashboard, you can perform the entire analysis process on one screen and filter data depending on who needs to work with it.
Using interactive visualizations will help you identify inefficient processes and address them promptly. In the long run, you will save costs, improve call center customer service, and motivate your agents to enhance their performance.
What is Sirius the cloud platform for contact centers?
The Sirius is a cloud contact center help desk platform is designed to handle a large volume of contacts from multiple channels through automated call distribution and IVR technology. This enables agents and managers to work with maximum efficiency using the intelligent web contact center interface. Your customers will receive flawless service through preferred tools and techniques, while your business benefits from analytical capabilities and the flexibility of an omnichannel contact center system.
Don’t miss opportunities and save resources by implementing corporate contact center software from Global Bilgi.