Call Center Metrics Changing Overall Performance

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The statistics and metrics you provide (display) to your call center and agents should be changing their performance. If you are not seeing a change in performance this could mean: You are not reporting the proper metrics; Your goals are not set properly; You are not showing (displaying) the correct metrics and statistics; You do… Read more »

Smart phones in the call center

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Everywhere you look today you see smartphones. Call center managers, team leaders, agents, IT support, etc all have smart phones. Since so many people are using smart phones why not extend the use of the phone to the call center. So what is a smart phone? If you have an IPhone or a Blackberry phone… Read more »

Call Center Metrics Changing Agent Behavior

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The statistics and metrics you provide (display) to your call center and agents should be changing their performance. If you are not seeing a change in performance this could mean: You are not reporting the proper metrics; Your goals are not set properly; You are not showing (displaying) the correct metrics and statistics; You do… Read more »

Call Center Digital Signage Content

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I have been helping customers this week layout their Call Center Digital Signage Content. This is the content that will be displayed on their LCD screens in the call center. The content is real time information from multiple sources such as the ACD, CRM and WFM. However, one consistent challenge that I have run up… Read more »

Smartphones and Unified Contact Center Reporting

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A smartphone is a mobile phone that combines the traditional phones features and advanced computing and connectivity capabilities according to Wikipedia.  The advanced features include email, text messaging, browsing, interactive maps and calendar functions to name just a few business applications.  For the call center manager the smartphone provides constant contact with the call center… Read more »