If your call center runs on AWS Connect, you can extend your performance reporting and analytics capability by integrating with CSRScape. Maintain a single platform for quality, coaching and live updating dashboards.
AWS Connect offers a robust, affordable call center solution that's easy to get started with and even better to scale. However, its performance reporting options are limited.
Your reporting team likely needs to manually extract data from AWS Connect and prepare reports and dashboards in Excel before it's ready to share with your operations team. This costs you the resources to produce and distribute the reports and causes your team to work with delayed information.
By integrating AWS Connect with CSRScape, these problems go away.
With our AWS Connect integration the latest performance data will automatically be sent to CSRScape, instantly updating your dashboards. Everyone in your call center will have the latest view of performance as new data arrives. Even your agents can check on their results directly, shortening the feedback cycle and helping them self-regulate their performance.
Unlike AWS Connect, CSRScape maintains a full history of reporting structures. You can always rely on the same aggregated results appearing for supervisors and managers for a given period, even if you change the alignment in the future. This makes CSRScape a reliable, permanent record of historical performance, eliminating the need for other manually maintained reporting.
CSRScape goes well beyond this extended performance reporting. It is a unified platform for your call center's performance management - bringing coaching and quality management features together with reporting and analytics.
If you are already using CSRScape, check out the CSRScape and AWS Connect integration support article to get started.
If you haven't tried CSRScape before and would like to try a new approach to contact center performance management, we'd love for you to try CSRScape for free.