2015
June is always a busy Call Center Trade Show / Conference month. Whether it is a user group event or an across the industry conference June is the month for call center networking. This year something that Spectrum noticed was the number of questions that were asked about which is better for the contact center: Should I have LCD Screens showing the group level content or agent specific details o
2015
Reporting in the contact center begins with collecting the data from various sources. All of us use these applications every day and therefore the data should be available to combine into another reporting application. Unfortunately that is not always accurate. Data is often locked down or access is very limited by the data provider. Another challenge with data collection is the method that i
2015
Being the ideal or perfect call center manager is never easy. Going beyond the years of experience that you need go through just to get to the management level; most require additional external education and training. While talking to call center managers from different industries I created a list of skills and traits of the ideal call center manager. This list is not conclusive and it may no
2015
For the contact center industry third party applications may refer to hardware manufacturers or software development companies or possibly a company that does both. It is a name that is given to a company that produces products for another company’s product, original equipment manufacturer, OEM.  Below is an example of an OEM supplier and just a few of the products from third party application
2015
As a manager of the contact center you are familiar with the many reporting options available to you today. You have reports from your call accounting application to workforce management and everything in between. There are many benefits to these reports and over the years Spectrum has heard from customers what they view as a benefit to their business. However, there is a difference between a sp
2015
When we see New Year’s resolutions for the call center are we to believe that there is something wrong with our call center today? I believe that in most call centers today there is nothing seriously wrong with your call center.  Sure there is room for improvements to be made but nothing so earth shattering that your call center will make the Top Ten list on this evening’s news. The resolu