CALL CENTER REPORTING

SMART INSIGHT

Call Center analytics software: SMART Insight

SMART Insight offers managers an omnichannel to improve customer service and from which customer contact can be easily managed. With SMART Insight contact center software you have all our knowledge and experience with automated analyzes and advice and a ready-made customer control model.

Improving customer service with reliable analysis and workforce forecasting

With our Software you are always in control! And you can focus on performance, quality, costs and customer value.

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See the features

The Features
of SMART Insight

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General

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Functionalities

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Modules

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Implementation

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Technical

This is what our call center analytics solves for you

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saves time

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Increases effectiveness

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Clear insight for your business

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improve customer service with SMART Insight

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Together we determine your most important goal. We then set up a blueprint, configure the most important sources and KPIs and you can get started! After these 3 months, we evaluate your result and what your experience is with this way of working. If you are enthusiastic, we will further set up SMART Insight as desired. If you are not, there are no further obligations and you can stop immediately.
Management Dashboard SMART INSIGHT

Do you want to improve your customer service?

CALL CENTER REPORTING TOOL

Do you use Power BI?

No problem! Dimenzi has also made all of its experience, knowledge and expertise available in a Custom Power BI solution to generate the best possible insights for call centers to manage and improve customer service.

FAQ

We are happy to answer all of your questions about improving customer service
SMART Insight is intelligent customer service software (or call center analysis report tool) from which managers can easily gain insight into the realization of their customer contact strategies. Our call center analytics software ensures that organizations can increase customer satisfaction, optimize customer contact and keep costs well under control.
We start with developing a blueprint for your organization. This is based on the goals that are important to your organization and based on the KPIs that support your goals. We have years of experience within call centers and are happy to help you determine that structure and KPIs. We then make the necessary data sources accessible and we set up the dashboard based on the wishes and needs of the organization. To ensure that customer service employees get off to a flying start, Dimenzi provides training for both employees and contact center managers on location. In this way, the entire organization learns to work with SMART Insight and the results are correctly interpreted and reported. The entire implementation takes 4 to 6 weeks from start to finish. Om te zorgen dat klantenservice medewerkers een vliegende start maken verzorgt Dimenzi een training voor zowel de medewerkers als de contact center managers op locatie. Op deze manier leert de gehele organisatie te werken met SMART Insight en worden de resultaten op de juiste manier geïnterpreteerd en gerapporteerd. Van begin tot eind duurt de gehele implementatie 4 tot 6 weken.
You may have been working for years with a different system from which you make the management reports and you wonder what happens with that old data. Switching to our call center analytics software SMART Insight is easy and we’ll walk you through the entire process. The old data is taken over in the new system so that no important data is lost. Within SMART Insight, all data from different systems is integrated and, where possible, even enriched.
The application runs in a protected cloud environment, hosted in EEC based data centers. Safety and security are guaranteed by Dimenzi’s information security measures set up according to the ISO 27001 – 2017 standard. For many organizations, drawing up good KPIs is a difficult task, in which the focus on the main goal (for example, cost reduction or increasing customer retention) is lost. Let Dimenzi help you draw up clear KPIs.

Call center reporting
SMART Insight is ideally suited to build a complete Table F. We can fully integrate this in the design of the blueprint with all organizational dimensions. By applying a clear cascade, it is immediately clear who can make which contribution.

Call center reporting metrics
KPI stands for Key Performance Indicators or Critical Performance Indicator. These standards ensure that you map the performance of your organization, the teams, but also the individual employees. By drawing up clear KPIs you steer an organization based on data. Good KPIs are drawn up on the basis of the SMART principle:

  • Specific
  • Measurable
  • Acceptable
  • Realistic
  • Time-bound
Every organization sets goals for both the long and the short term. These must be clearly formulated so that all noses within an organization point in the same direction. The goals must be measurable and not too vague. When the goals are not realistic or feasible, it becomes difficult to chart their progress clearly. For many organizations, drawing up good KPIs is a difficult task, in which the focus on the main goal (for example, cost reduction or increasing customer retention) is lost. Let Dimenzi help you draw up clear KPIs. Voor veel organisaties is het opstellen van goede KPI’s een lastige taak, waarin de focus op het hoofddoel (bijvoorbeeld kostenreductie of het verhogen van klantretentie) verloren gaat. Laat Dimenzi helpen bij het opstellen van heldere KPI’s.
The performance of our teams has greatly improved with the knowledge we gain from SMART Insight.
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