Customized Reporting Built Around Your Business

Our Management Information System is based on a combination of real time reporting and monitoring tools provided by our telecommunications platforms, as well as data management system for helping program management reach accurate and rapid organizational decisions. We provide you with the flexibility to get the information you need in the format you want. In addition to the daily delivery of customized reports and data feeds, Global Empire Corporation provides a secure web-based reporting system with the flexibility to provide a wide variety of information, trends, and details from various data sources. It’s all about providing the program management team with the visibility and tools to optimize your program metrics.

Get the flexibility you want and the information you need – NOW.

In the end, it’s all about providing the program management team with the visibility and tools to optimize your program metrics. Our team is more than happy to offer the most transparent, accurate, and up to the minute reports to help you analyze your progress, create winning strategies, and increase your business.

A contact center can produce hundreds of measures, and most reporting packs include too many of them. The reports a client actually uses fall into three layers. The first is service: are contacts being answered and resolved within the agreed time — service level, abandonment, response and resolution times. The second is quality and outcome: are they being handled correctly and is the customer's problem solved — quality scores, first-contact resolution, repeat contact, satisfaction, conversion for sales programs. The third is cause: why are customers contacting you at all — contact reasons, their trend, and what they cost. The third layer is the one most often missing and the one that changes a business.

Averages deserve suspicion. An average handle time can hold steady while the distribution underneath it splits into many very short contacts and a growing tail of very long ones, which is a quite different operational problem. An average speed of answer can look healthy across a day in which customers waited ten minutes every Monday morning. Useful reporting shows distributions and intervals, not only means, and lets you move from the summary to the underlying interactions without raising a request.

Custom reporting earns its name when it joins contact data to your own business data. Contacts per order, contacts per new customer, cost to serve by product line, the refund value authorised by contact reason — none of these come from a telephony platform alone, and all of them turn a service report into something the rest of your organisation can act on. Agreeing those definitions at the start, including where each number comes from and who owns it, prevents the monthly argument about whose figure is right.