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big-data

Big Data in the Contact Center

The contact center is often overlooked, have their budgets thoroughly reduced and do not get the benefits of adequate physical space.

call-center-reporting-options

Call Center Reporting Options

There are options to the type of reports call centers use. The content in the reports is always based upon the target audience.

contact-center-report-positioning

Contact Center Report Positioning

There are many challenges running an effective contact center. Justification to keep the center fully operational at low budget numbers can be difficult, at best.

corporate-communications-newsletter

Corporate Communications

Effective communications throughout the corporate offices are an important part of daily operations.

which-metrics-matter

Which Metrics Matter?

Doesn’t that depend on who you are, what your job function is and what industry your business is in?

contact-center-manager-dashboards

Contact Center Manager Dashboard

There are many types of contact center dashboards that managers are using today.  Obviously the most important dashboard is one that will work for you.

contact-center-reporting-for-managers

Contact Center Reporting for Managers  
                           

Today agents are working with customers through voice, email and chat.  As a manager you need to track the status and performance across these channels to ensure the agents continue to meet their goals and objectives.

tablet-pcs-in-the-call-center

Tablet PCs in the Call Center

The sales of tablet PC’s has exploded in the last year.  Call centers are starting to use them and many call center managers are wondering how to use them.

performance-metrics-for-supervisors

Performance Metrics for Supervisor Desktops

In previous articles I have spoken about the importance of Agent Desktop Metrics, and how important it is to provide your Agents with the tools they need to help guide them to a higher level of performance.

workforce-politics

Wallboards and Workforce Politics

In a call center that does not have goals, objectives, and structured agent reviews wallboards and workforce politics have much to do with each other.

may-2012

KPI's and Metrics for the Call Center Agent

Three years ago I wrote an article titled “KPI’s and Metrics for Agents, Team Leaders, Managers and Senior Management” That article has been well received and continues to be the most requested article for reprint.

new-agent-metrics

New Agent Desktops Metrics

Read about the metrics that new agents should see on their desktops.

 

performance-metrics-screenshot

Performance Metrics for Agent Desktops

Call Center agents with years of experience, training and skills have a greater need to see metrics and statistics that will assist them in improving their performance.

white-paper-blast

A Plan for Real Time Reporting

There are two reasons why companies have been able to successfully implement a real time reporting solution: They developed a plan and they executed the plan.

third-party-reporting

Third Party Call Center Reporting

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.

managing-call-center

Managing your call center reporting solution

Reaching and exceeding your call center targets can be achieved. Maintaining this status year after year is not easy to do. Successful managers are able to do this by managing the data they receive on their real time reports.

top-acd-metrics

Top ACD Metrics

A survey was conducted by Spectrum Corporation to determine the top ACD metrics for the call center.  These metrics were strictly for the ACD and did not include other applications such as WFM, CRM, Ticketing systems, FCR or CSat.   The survey was done with Spectrum customers only. The purpose for the survey was to determine what our customers believe to be the top ten metrics.

 

doesnt-work2

Why your real time reporting solution does not work

If you are manually creating reports you understand the value of data and reporting in the call center.  However, these reports have five problems that prevent them from being effective for the entire call center.

agent-desktops-n-wallboards

Agent Desktops and Wallboards: A Synergistic Solution

There is a synergistic relationship between LCD screens and agent desktops that report call center KPI’s to agents and call center floor. Most often this relationship is ignored and because of that call centers miss an opportunity to improve their efficiencies.

threshold-analtyics

Call Center Threshold Analytics

On a daily basis call centers and agents exceed their thresholds and the manager and the agents are made aware of the threshold violations.

value-of-data

The Value of Data in a Call Center

Call centers generate and store a tremendous amount of data, real time and historical.  Unfortunately for most call centers this data is vastly underutilized and therefore loses its value to the organization.    A Call center improved its adherence by 6% in 30 days when it started to display, in real time, the agent adherence to schedules.

unified-contact-center-reporting

Unified Contact Center Reporting

Unified Contact Center Reporting includes three components: Monitoring, Reporting and the middleware that coordinates these components.

contact-center-activity-monitoring

Contact Center Activity Monitoring

Contact Center Activity Monitoring is the most critical component of Unified Contact Center Reporting. The ability to extract data from data sources is uniquely challenging and what stops most reporting tools from being superior reporting software.

unified-reporting-in-the-contact-center

Unified Reporting in the Call Center


Unified Reporting in the Call Center is one part of the Unified Contact Center Reporting. This last piece includes establishing reports for each level of the call center starting with the agents.

messaging-in-the-call-center

Messaging in the Call Center


Messaging in the call center is no longer a nice feature to have in the call center. Today messaging to and from agents has improved the efficiency and effectiveness of the agents.

call-center-statistics-or-performance-metrics

Call Center Statistics, or Call Center Performance Metrics

There are differences between statistics and metrics and Call Center Managers should know these differences.  Capturing both statistics and metrics and publishing this information to the call center will improve overall efficiency and effectiveness in the call center.

at-home-call-center-agents

At-Home Call Center Agents

As more agents are able to work from home the need to be able to provide real time information becomes more critical.  Agent desktop reporting provides the information agents need to do their jobs effectively.

getting-agents-to-read-the-lcd-screens

Getting Agents to Read LCD Screens

You can install new LCD screens but you still cannot get the agents to review them and take corrective action.  Here are some thoughts on how to change your agent’s attitude towards effective LCD screens in your call center.

performance-managment-or-real-time-reporting

Performance Management or Real Time Reporting

Performance Management is all about real time AND historical data from multiple sources that affect call center behavior.  Real time reporting extracts real time and historical data from multiple sources but does not provide analytics.

performance-management-for-call-center-excellence

Performance Management for Call Center Excellence!

What are the data sources and tools you need to extract performance management information for your call center?

real-time-reporting-increases-call-center-productivity

Real Time Reporting Increases Call Center Productivity

On average Spectrum Call center customers report a 7% increase in productivity by implementing a Real Time Reporting system in their call center.

positive-messaging-in-the-call-center

Positive Messaging in the Call Center

Combating negative attitudes in the call center and improving morale can be accomplished by sending positive messages and positive metrics to your agents.  In one example a call center manager changed from Abandonment Rate to Answer Rate.

kpis-and-metrics-for-agents-team-leaders-managers-and-senior-management

KPI's and Metrics for Agents, Team Leaders, Managers and Senior Manangement

To be effective (improve quality) and efficient (reduce costs) the KPI's and Metrics that each of the call center stakeholders sees and reacts to should not be the same.

metrics-that-matter

Metrics that Matter

What are the metrics that matter the most to your call center?  Each call center is unique even within an industry.  Selecting the correct metrics can save your call center precious resources.

call-center-digital-signage

Call Center Digital Signage

There has been a lot of talk lately about Digital Signage.  This has come about because of the cost reduction in plasma and LCD screens.  There is much confusion about what is the right tool for the call center.  This article discusses each digital signage tool for the call center.

wallboards-and-readerboards

Spectrum Call Center Readerboards and Wallboards

Readerboards and Wallboards for the cal center may be older technology but they still work and still provide tremendous benefits to the call center.  Learn how to use a wallboard properly in your call center.

desktops-and-dashboards

Desktops and Dashboards

Examples of how to use desktops and dashboards in the call center will save you time and money.  When should a desktop solution be used and who should have this option in the call center.

tmcnet

Call Center Reporting

On January 5, 2009, Spectrum launched a new information portal with Technology Marketing Corporation.



 

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