Customer Service & Help Desk Reporting Software

Our customer service & help desk call/contact center software is designed to provide access to real time key performance indicators (KPIs) such as customer satisfaction, first call/contact resolution (FCR), ticket close ratio and more. Built on our Unified Contact Center Reporting Solution, our customer service and help desk software provide agents, team leaders and managers access to real time information to make immediate and effective business decisions. By capturing real time data from various applications such as ticketing systems, multi-channel ACD’s, WFM or even in house databases Spectrum is able to produce unified reports that will improve performance.

The most requested Call Center KPI's from the Customer Service/Help Desk industry:

• CSat
• FCR
• Ticket Close Ratio
• Cost per Call
• Abandon Rate
• Agent Utilization
• AHT

We offer a variety of products for viewing call center reporting software, including wallboards, LCD displays and more.

Other Industries Spectrum offers Call Center Reporting Software for:

• Financial
• Insurance
• Healthcare
• Government
• Utilities
• Retail / Catalog

Contact Spectrum for details on help desk metrics.