Our Approach
We began with an extensive research effort, interviewing dozens of stakeholders—including analysts, front-line managers, and leaders—and inventorying the existing reporting suite to better understand business function and impact. We then leveraged that information to identify a segment of the contact center whose narrow scope would enable a holistic reporting redesign. We found an ideal candidate in the organization’s Chat Operations function.
Next, we led several half-day sessions across the organization with representatives from Operations, Reporting, Decision Science, Administration, Forecasting, Capacity Management, Vendor Relations, and Information Governance to understand each unit’s business needs and ground preliminary reporting and metric recommendations across nine discrete functions. With that insight and information, our business analytics consultants designed a reporting suite aligned with primary business objectives and focused on driving business results.
