Contact Center – Business Intelligence

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There are multiple levels of Business Intelligence (BI) in the Contact Center today. Comprehensive BI reporting for your Contact Center (CC) Business can provide immediate results as well as long term trend improvements. BI reporting can be about the now; operational reports, and the past; rear view mirror reports. Ideal BI reports that include both… Read more »

Dashboards: Best Practices

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The Call Center Manager has many tasks to complete each day. To accomplish these chores information is needed and therefore dashboards are provided. The top four Best Practices for dashboards: Configuration to meet your needs Beware the amount of data Details you need are provided You can adjust for the crossover effect of data from… Read more »

Dashboards: Too Much Information?

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The dashboard has many benefits to anyone that uses them properly. From the agent on up to the manager the dashboard provides real time data, historical results, combined data from across competitive sources, status, performance, summaries, inbound, outbound and many more options. However, we can create our own problems when we want too much information… Read more »

Best Practices – Desktop Wallboards 2017

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Purpose of Desktop Wallboards is to provide real time information to the agents so they are able to react immediately and effectively. The Desktop Wallboard has additional functions for the agent. The top three purposes for the desktop wallboard, according to Spectrum customers are: Critical KPI alert; Agent states for their group; Personal performance for… Read more »