Strategies for Call Center Metrics

Posted by & filed under Uncategorized .

Trying to determine the best metrics for the contact center is not an easy project. There are many questions in the way of determining the best metrics for your reports. Who needs the report(s)? What are your objectives? Is the metrics for the entire contact center or specific groups within the center? Senior Management or… Read more »

Reporting Total Cost of Ownership

Posted by & filed under Uncategorized .

Total Cost of Ownership (TCO) is an investigation of the lifetime cost for owning an asset(s).  TCO shall include the software and hardware but may also bring cost for installation, implementation, product management, operations, maintenance, training and upgrades.  TCO investigations can expose a significant difference between the initial purchase cost of the software and hardware and… Read more »

Contact Center Decisions

Posted by & filed under Uncategorized .

As the leader of your contact center you are under constant pressure to improve agent performance. But is it really about improved performance or is about meeting and exceeding goals that senior management has put in place for the contact center. Depending on the industry it could be incoming increase revenue or reduce outgoing payments…. Read more »

Voice, Chat and Email Wait Times

Posted by & filed under Uncategorized .

What is an acceptable wait time? The answer to this question is a whole list of questions. Which industry? What department within the business? What product or service? Paying customer or customer looking for free support? What time of day? What day of week? What time of the year? A simple question generates potentially troubling… Read more »

Macro Call Center Reporting

Posted by & filed under Uncategorized .

Macro data is a phrase that is used to describe to types of data: aggregated data and system level data. In the call center this usually means voice, email, chat data and internal critical data. In the call center we often use macro reporting for the entire center, group or teams of agents, depending on… Read more »

Micro Data in the Contact Center

Posted by & filed under Uncategorized .

Not to be confused with microdata for content on websites, Micro Data in the Contact Center refers to the agent and their states and performance. However, some larger contact centers also refer to group level states and performance as Micro Data. The purpose behind micro data within the contact center reporting is to be fully… Read more »