Secrets To Contact Center Success
Tips on How to Modernise Your Reporting, To Empower Managers to Make Better Decisions - with Immanuel Joseph
Immanuel Joseph is the Reporting Manager at Allianz Australia.
With a master’s degree in IT, Immanuel has worked in the Allianz contact centre for the past 4 years to modernise their reporting.
Today, he shares tips from the journey Allianz has been on to modernise their reporting, so you can do the same, and empower Centre Managers and Team Leaders to make better decisions.
You'll Learn:
3 critical problems with using Excel for reporting (01:34).
The 2 key steps Immanuel took to migrate reporting to being live and online, which reduced costs and increased buy-in from managers (04:39).
The way the contact centre has created a scalable framework so they can produce any number of reports with the same ease (08:15).
Why having people with an IT background in your contact centre can save your centre money, and solve your problems quicker (10:49).
Tips on a better approach for using Excel for reporting (12:05).