Getting Agents to respond to KPI’s

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Recently, while visiting a 1000 seat call center the Call Center Manager asked me how she can get her agents to read the LCD Screens and then take the appropriate actions.  These screens were showing the group information and highlights critical KPI’s that are in threshold.  Yet, according to this manager, the agents were not… Read more »

Performance management in the Call Center

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  Performance Management or Real Time Reporting Performance Management (PM) offers a view of the business to C-Level executives and Managers so they have an immediate update on key business drivers. Most often CRM, ACD, WFM and ticketing system data is captured from information silos and filtered down to a web report or dashboard. This… Read more »

Real time Reporting Increases Call Center Productivity

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Real Time Reporting Increases Call Center Productivity If you are providing real time information to your call center stakeholders (Agents, Team Leaders, Managers and Senior Management) congratulations you are making your call center more effective and efficient. On average Spectrum Call Center customers report a 7% increase in productivity by implementing a Real Time Reporting… Read more »

Postive Messaging in the Call Center

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Positive Messaging in the Call Center As the world economy began slowing down, some call centers began downsizing or putting a freeze on hiring. However, most call centers did not see a reduction in client contacts. In fact, many call centers Spectrum works with has seen an increase in contacts. Many of these contacts are… Read more »

Metrics that Matter

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Call Center Metrics that Matter The question that we are asked most is “What KPI’s, Metrics or information should we capture and display on our Call Center Digital Signage?” Each call center (contact center) has specific goals that are unique to that call center. These goals would affect what disparate data is captured and displayed…. Read more »