Call Center Performance Management or Real Time Reporting

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Performance Management Reports or Real Time Reports for your Call Center. Which reporting should I use in my call center?

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Call Center Performance Management or Real Time Reporting

  1. 1. Spectrum eNewsletter Performance Management or Real Time Reporting October 2009
  2. 2. Performance Management or Real Time Reporting Performance Management (PM) offers a view of the business to C-Level executives and Managers so they have an immediate update on key business drivers. Most often CRM, ACD, WFM and ticketing system data is captured from information silos and filtered down to a web report or dashboard. This summary web report or dashboard provides a day/week view with drill down to see more granular level information. The benefits of a Performance Management Report include: • Flash Report for immediate and informed business decisions based on real time data; • Trends are highlighted as variance thresholds prompting action from the manager; • Consolidated reporting is preconfigured and automated saving time and money; • Drill down to detailed results to pinpoint areas that require attention. A consolidated report with two levels of drill down gives the manager a view to the details required to see the variances that are causing negative or positive trends. Real Time Reporting alerts the call center agents and team leaders when goals are not being met. Agents and team leaders are aware they have goals they are required to meet. Yet, when the daily activity level and customer pressure increases these goals are often forgotten or ignored. Real Time Reporting brings the goals "top of mind" to the agents and team leaders so they are able to adjust their current behavior to strive towards meeting the goals. The benefits of Real Time Reporting include: • Desktop displays with critical KPI's behavior helps the agents and team

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