Daily customer service reporting should come in two flavors: real-time and end-of-day.
Both types of data should be reviewed on a daily basis., says Bill Price of Driva Solutions. Naturally, real-time reports are more time-sensitive, but the end-of-day data can be equally important. In this short video, Price says that companies should review their customer service logs to check for impediments, inefficiencies, and backup.
If all of your customer service inquiries weren’t tended to on any given day, the collected data can provide a wealth of insight on the reasons behind the problem.
For more on monitoring customer service reports on a daily basis, watch this brief video from OpenView Labs.