What you'll learn

The old and new methodology when it comes to reporting

How to inventory reporting sources

Making the shift from information to insights

The reporting oath of 'do no harm'

Requirements

No prerequisites

Description

Most of what you have been told about reporting and analytics is wrong. There is a right way to organize your reporting and analytics effort for success and there is a wrong way. Most companies are doing it wrong, or at least inefficiently.

That is because we are used to doing thing the status quo way. We ask for loads on information and the more graphs and colors on the report the better but the reality is those reports often sit on someone's desk, unread.

In today's information overload it is important that whether you are the person who is requesting the report or if you are the person responsible for generating report that you shift your perspective from information to insights.

Information is simply, knowledge acquired through study or experience or instruction, a collection of facts. Whereas, insights provide the reader with the capacity to gain an accurate and deep intuitive understanding of a person or thing. When reports provide insights, they are read and utilized to drive business decisions and outcomes.

We will show you the ins and out of building a program that goes beyond just generating reports that no one reads and make you the reporting super hero.

Who this course is for

Contact Center Leaders

Business Leaders

WFO Managers

Analyst

Reporting_and_Analysis.part1.rar - 995.0 MB

Reporting_and_Analysis.part2.rar - 28.5 MB