2013
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.  Some of the challenges, solutions and value of these solutions may not fit all contact centers however they are worth reviewing. Contact Center Challenges: Being aware of agent and supervisor status and performance Multi cha
2013
There are options to the type of reports call centers use. The content in the reports is always based upon the target audience. The method to display the reporting is also based upon the audience. LCD Screens – These screens are placed within the call center, break room, cafeteria, lobby, and senior management offices. The content of the reporting will depend on the location and audience.
2013
Doesn’t that depend on who you are, what your job function is and what industry your business is in? There are white papers that state which metrics are the top 20 and there are articles referencing the benchmark target for the top 5 – 10 metrics. Yet many of us still wonder which metrics are relevant to agents and managers and for the different groups within our business. There is a diffe
2013
There are many applications and benefits of using Corporate Signage (Digital Signage) for Corporate Communications.  Communicating to customers, employees, vendors and suppliers is a vital part of improving business relationships and employee morale. The corporate signage can and should be used in multiple locations throughout the business. All of us are familiar with the signage in the lobby
2013
Effective communications throughout the corporate offices are an important part of daily operations. Employees, customers and vendors all need information about your business and the industry but it can be difficult to relay the proper messages to these different audiences. Corporate communications through digital signage resolves these challenges. Digital corporate communications from the
2013
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.  Furthermore, as a manager, you are watching performance for your multiple groups (divisions / departments).  Creating these reports may not be an option for the manager based on