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 »

Strategies for Call Center Metrics

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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

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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

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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 »