Unified Contact Center Reporting

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Spectrum Unified Contact Center Reporting is a complete solution for capturing real time and historical data from contact center applications and building real time reports with proactive alerting for monitoring the contact center business processes.  Spectrum UCCR provides agents, team leaders, managers and senior management with the information they need to make immediate and better… Read more »

What is a Call Center Wallboard?

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The other day someone asked me for a call center wallboard. I asked them which kind of wallboard do you want? The customer was confused as he assumed there was only one kind. Here is some information on the two most popular types of call center wallboards. Traditional LED Wallboards: These are the boards that… Read more »

Contact Center Statistics or Performance Metrics

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There is a difference between statistics and performance metrics. Both are very helpful to the contact center but are used in two different ways. Confusing the two can be costly if you are purchasing a solution to improve the efficiency of your call center. Statistics can provide a view of what is happening in the… Read more »