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.
What we come to realize, in the contact center, is th
What is an acceptable wait time? The answer to this question is a whole list of questions. Which industry? What department within the business? What product or service? Paying customer or customer looking for free support? What time of day? What day of week? What time of the year? A simple question generates potentially troubling replies from the targeted audience. Next we want to know the wait
Macro data is a phrase that is used to describe to types of data: aggregated data and system level data. In the call center this usually means voice, email, chat data and internal critical data. In the call center we often use macro reporting for the entire center, group or teams of agents, depending on the size of the call center. Macro Data
Macro reporting is aggregated data for the entire
Not to be confused with microdata for content on websites, Micro Data in the Contact Center refers to the agent and their states and performance. However, some larger contact centers also refer to group level states and performance as Micro Data. The purpose behind micro data within the contact center reporting is to be fully aware of the agent and group level status and performance.
Almost every contact center software application now has a dashboard option available to you. So the question is why you need another dashboard. Why are managers and senior management looking for dashboards when they already have them at their fingertips? Here are the top five reasons why:
Consolidation of data from multiple applications; (platforms, internal data, other CC apps)
Successful reporting in your contact center is something that helps you improve productivity, increase revenue, manage agent performance and adherence and reduce or eliminate the daily challenges. However, for most managers, part of the challenge is having the combined consolidated information that keeps you alert and aware of the contact center status.
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