Valuable insight into customer contacts

Rapport data provides new insights, delivering significant added value to your existing customer engagement analytics

The Rapport Contact Centre Dashboard provides organisations with a central receptacle of multiple caller behaviour metrics that delivers year on year trends at the press of a key. Available 24/7, organisations benefit from new insights into their contact centre performance, direct response advertising effectiveness and other key factors impacting the overall customer experience.  

Rapport Contact Centre Dashboard

Capabilities include:

  • Failure Demand impact – how much are avoidable repeat calls costing the organisation?
  • Lost Business Impact - how many callers responding to direct response advertising are failing to get through to agents and not calling back?
  • Drill down to 15 minute interval – identify exactly when and where operational issues are occurring and accurately quantify impact
  • Customer Effort Score (CES)– the Dashboard & DataStore reporting tool tracks effort across 10 different touch points to offer the only available Customer Effort metric that’s based on 100% of inbound calls and is updatable daily

 

 

 

For more information on about Rapport’s solutions download the brochure contact us at This email address is being protected from spambots. You need JavaScript enabled to view it. or 0344 412 3000.