6 Tips to Succssful Call Center Reporting

Posted by & filed under Uncategorized .

Successful reporting in your contact center is something that helps you improve productivity, increase revenue, manage agent performance and adherence and reduce or eliminate the daily challenges. However, for most managers, part of the challenge is having the combined consolidated information that keeps you alert and aware of the contact center status. Spectrum has been… Read more »

LCD Screens or Agent Desktops

Posted by & filed under Uncategorized .

June is always a busy Call Center Trade Show / Conference month. Whether it is a user group event or an across the industry conference June is the month for call center networking. This year something that Spectrum noticed was the number of questions that were asked about which is better for the contact center:… Read more »

Data Collection for contact center reporting

Posted by & filed under Uncategorized .

Reporting in the contact center begins with collecting the data from various sources. All of us use these applications every day and therefore the data should be available to combine into another reporting application. Unfortunately that is not always accurate. Data is often locked down or access is very limited by the data provider. Another… Read more »

Call Center Manager Resume

Posted by & filed under Uncategorized .

Being the ideal or perfect call center manager is never easy. Going beyond the years of experience that you need go through just to get to the management level; most require additional external education and training. While talking to call center managers from different industries I created a list of skills and traits of the… Read more »

Third Party Applications for the Contact Center

Posted by & filed under Uncategorized .

For the contact center industry third party applications may refer to hardware manufacturers or software development companies or possibly a company that does both. It is a name that is given to a company that produces products for another company’s product, original equipment manufacturer, OEM.  Below is an example of an OEM supplier and just… Read more »

Unified Contact Center Reporting – Visual Options

Posted by & filed under Uncategorized .

As a manager of the contact center you are familiar with the many reporting options available to you today. You have reports from your call accounting application to workforce management and everything in between. There are many benefits to these reports and over the years Spectrum has heard from customers what they view as a… Read more »