CallCabinet
Business Risk Dashboard
The business risk dashboard provides a comprehensive view of conversation analytics, focusing on the identification and fluctuation of key issues/risks over time.
What the Business Risk Dashboard is Used For
The business risk dashboard delivers a complete view of conversation analytics, emphasizing the identification, frequency, and impact of key issues and risks over time. This compliance dashboard enables organizations to track trends, proactively address concerns, and make informed strategic decisions that improve both customer experience and operational performance.
The Business Risk Dashboard is Used By:
- Risk Management Teams: Identify and assess potential risks in customer interactions to develop mitigation strategies.
- Customer Experience (CX) Managers: Monitor trends in customer interactions and sentiment to enhance the overall customer experience and address emerging issues.
- Operations Managers: Analyze the impact of specific issues on operational efficiency and agent performance to improve processes.
- Quality Assurance Teams: Evaluate how identified risks affect service quality and agent behavior, facilitating targeted training initiatives.
- Executive Leadership: Inform strategic planning, resource allocation, and overall business objectives related to risk and customer satisfaction.
- Compliance Officers: Ensure adherence to regulatory standards by tracking and managing risks associated with customer interactions.
Business Risk Dashboard Visuals Explained
Business Risk Rates KPI Cards
Provides an at-a-glance summary of key issues/risks, which allows users to view the month-to-date (MTD) metrics, view metrics from the previous month (Prev Month), and see the month-on-month (MoM) change.
Business Risk Rate by Date Trend Line Chart
Provides a holistic view of how these business risks increased or decreased over time. This allows users to view various rates and compare for the entire year or drill down to specific dates.
Interactions by Business Risk and Sentiment (with Drilldown for Agent) Column Chart with Added Trend Lines
The column chart displays the frequency or severity of various business risks identified in conversations. The line chart displays agent sentiment and caller sentiment. Overlaying sentiment data on the column chart provides context. It allows stakeholders to observe patterns, such as whether negative sentiment increases in response to specific issues, which can inform strategies for improvement. Together, these charts create a comprehensive view of the conversation analytics, helping stakeholders identify not just what issues are present, but also how they impact sentiment. Identifying trends in sentiment and business risks at the agent level can highlight areas where specific agents may need additional training or support. This can further reveal which agents handle business risks more effectively or demonstrate higher levels of sentiment during conversations.
Business Risk Call Listing Table
This table shows all calls that occurred during the selected period and gives users the ability to view a specific call when clicking on the call link icon. The table also displays the number of business risk issues that were mentioned on each call, as well as the duration of the call and the agent who handled the call.
Key Benefits of the CallCabinet Business Risk Dashboard
Proactive Risk Management: Track key business risks and their fluctuations over time to develop effective mitigation strategies.
Sentiment Correlation: Analyze how risks affect agent and caller sentiment, gaining insights into their influence on customer interactions and service quality.
Role-Specific Value: This risk management dashboard (also known as risk assessment dashboard) delivers tailored insights for a variety of stakeholders including risk management teams, customer experience managers, operations managers, quality assurance teams, executive leadership, and compliance officers.
Informed Decision-Making: Gain actionable insights into operational inefficiencies, agent performance, and sentiment fluctuations to drive strategic improvements.
Why Choose the CallCabinet Business Risk Dashboard?
- Comprehensive Risk Tracking: Consolidates critical metrics into a single, intuitive interface.
- Sentiment-Driven Insights: Links risks with sentiment data to provide actionable recommendations.
- Empowered Decision-Making: Enables stakeholders to address risks proactively, improving customer experiences and operational efficiency.
- Regulatory Compliance: Ensures adherence to industry standards by identifying and managing conversation risks.
Protect your organization from emerging risks and improve your operational outcomes with CallCabinet’s Business Risk Dashboard.