Business analytics and comprehensive reports shine a light on what is happening across an organisation. By implementing a well-thought-out reporting strategy that involves detailed data collection, you can make better-informed decisions and grow your business.
When it comes to the technology used to collate data, it’s essential to keep up with the latest releases that provide relevant and accurate information. However, the latest edition of the Cisco BroadWorks platform (Release 24.0) doesn’t include the advanced reporting functionality of the Enhanced Call Centre Reporting (ECCR) service. ECCR was also declared ‘End of Sale’ in 2019, while many companies still used this solution within the BroadWorks platform.
Companies planning to upgrade to Release 24.0 will not be able to access the ECCR technology and may miss out on a significant portion of their call centre activity reporting. Without access to KPI reporting such as call abandon rates, long on-hold times, and SLAs, customers will lose that visibility of performance and customer experience metrics.
To combat this issue, call reporting specialist Akixi has provided an ultimate checklist of essential features to look for when upgrading your reporting solution, besides a required upgrade to the latest version of Cisco BroadWorks.
1. Look for the ECCR feature equivalent
The new solution should be as similar as possible to the ECCR offering in terms of functionality and features, as this will make the transition smoother. It’s essential to ensure that the new solution checks all the boxes, from the report types to the metrics you can track.
Again, it’s good to keep in mind that you are looking for an ECCR equivalent.
2. Consider additional functionalities: real-time reporting and extended insights
Starting from feature parity as a minimum requirement for the new solution, organisations should also consider potential ECCR features upgrades. There’s plenty of new technology that can deliver incredible results and enhance your team’s performance way beyond previously-set benchmarks.
Take the reports in ECCR as an example. These allowed customers to make assumptions about the company’s performance over a set period but rarely portrayed an actual image of what was actually going on in the company.
On the other hand, highly-customisable real-time reporting gives a more in-depth overview of the current rankings within the company, allowing for rapid but calculated decisions at short notice.
Real-time reporting also helps keep your teams motivated as they can track their performance and aim for higher goals.
What ECCR was not capable of doing was reporting on insights beyond the call centre. This is where extended insights come into play. In the age of hybrid work, companies should be looking for modern solutions that can track employee productivity and business communications from anywhere and in real-time.
With the customer landscape changing at an unprecedented pace, ECCR might be unfit for the current climate. A new comprehensive reporting solution that incorporates both historical and real-time metrics, as well as omnichannel features, provides a truly holistic view of your contact centre performance.
