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.

New Agent Desktops Metrics

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

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.

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 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 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

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.

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 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.

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.

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

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 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 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.

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.

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.

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 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.

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

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

Each level and layer of the call center needs to see certain types of information.  Agent stats are real time and specifically about them, Senior Management is more historical with real time drill down.

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.

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.

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.

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.

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