Unified Reporting

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Unified Reporting is a term that is used often in the call center industry. Unified Reporting unifies data into single reports. By taking data from multiple sources and creating a single report out of that data is a unified report. Unified Reporting (UR) provides a snap shot view of the most important KPI’s from various… Read more »

At-home agents

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My nephew just started working out of his home rather than at the office. He asked me about some things that he should be doing to make certain his sales do not drop off. I was thinking about this and realized how similar his situation is to a work at home agent. So I created… Read more »

Statistics and Metrics for Call Center Agents

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While we already know there is a difference between call center statistics and metrics (see my blog dated June 2, 2010) what many call center managers are unaware of is what metrics and statistics they should be providing to the agents. Each level of the call center (agents, team leaders, managers and senior management) need… Read more »

Contact Center Activity Monitoring

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The Spectrum June newsletter discussed Unified Contact Center Reporting (UCCR) and the benefits of this type of reporting.  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.  This month… Read more »