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 shall offer you the performance directional i
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 different applications
Configuration to Meet y
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 on the dashboard. Keep your dashboard sim
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 the day.
Critical KPI’s a
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 possibly just for you and your management of the call center?
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 the life