Contact Reasons - Analytics Cookbook Recipe
Content
Contact Reasons
Incidents Created By Source, Interface, Queue,
Disposition, Product, and Category
Author: Joe Landers
Difficulty rating: (Intermediate)
Target persona:
VP Operations, Business Analyst, Call Center Director, Desktop Administrator, Product Manager(s), Training Manager, Quality Manager
Also known as call drivers, call types, or dispositions, Contact Reasons are at the heart of any Service organization. Understanding why customers are taking valuable time out of their day to initiate contact is essential to not only driving Customer Experience, but also reducing Operational Expense.
Ingredients:
1 Table (incidents)
6 Standard Columns
1 Columns using formula (count(*))
1 Calculation (total)
Overall description/purpose:
There are a few ways to extract business intelligence from the data in this report. The first is the limbic response any Contact Center Director will have,"what are the big hitters and are there any I can action asap without involving any other organizations?" The second is to identify actionable contact reasons that require complex interdepartmental coordination. The third is identifying what's left: contact reasons that are likely structural to your business and are unlikely to ever go away. Legal policies, regulatory restrictions, shipping rates, and return policies are examples of "structural" contact reasons which are likely to still be