Integrated MI – Management Information
For every separate system that makes up the overall infrastructure of a call centre, a reporting suite tends to be included. Whether individually useful or not, the overriding consideration is that the reports and data that feed them are siloed and are therefore unable to be consolidated into broader forms of analysis without manual intervention.
Since the central function of a call centre is to act as a consolidated point of contact into an organisation, it naturally follows that the breadth and depth of management reporting needs to be correspondingly inclusive.
In simple terms, every single parameter relating to customers, agents, sites and customer service routines ideally exists within a common reporting structure. This should be deliverable through browser accessibility in the form of customised dashboards to accommodate all shades of information needs both within and external to the call centre.
See alternative technical needs description
Datapoint provides the following technologies and services for Integrated Management Information.