Status and Performance Reporting

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When it comes to real time reporting for the call center there are two categories of report types: Status Reporting and Performance Reporting. At a glance these two types of reports look very similar, however, there are subtle differences. Knowing what these differences are and selecting the correct reports for your call center will make… Read more »

Third Party Call Center Reporting

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Third party contact center reporting enhances the ACD’s reporting capabilities and provides the contact center a solution to integrate application data into summary reports. The raw data from the ACD on many different metrics and application data from sources such as CRM and WFM are easily integrated using 3rd party reporting. However, the ACD has… Read more »

Bartender for the Call Center Manager

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Sometimes I feel like I am a bartender or a hair stylist for Call Center and IT Managers. I ahve heard stories from these managers about their switch or WFM or service provider that I probably should not be hearing. I guess being a vendor with no horse in that race the manager feels it’s… Read more »

Reporting Types

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When it comes to real time reporting for the call center there are two categories of report types and they are: Status Reporting and Performance Reporting. At a glance these two types of reports look very similar, however, when examining them further there are subtle differences.  Knowing what these differences are and selecting the correct… Read more »

Cross Selling in the Call Center

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I was surprised when I heard the Call Center Manager explain to me that they do not ask the agents to cross sell because it does not work. The manager went on to say that his agents are not trained to sell and asking them to do something they are not trained to do would… Read more »

Contact Center Activity Monitoring

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In 2002 Gartner Group coined the phrase Business Activity Monitoring or BAM. This phrase refers to the aggregation of real time acitivities inside the organization. To narrow the focus of BAM within the call center another phrase is used – Contact Center Activity Monitoring or CCAM. Contact Center Activity Monitoring is a process of capturing… Read more »