Reporting for managers needs to be real time and historical covering groups down to agents. The data needs to be summarized and allow for drill down into agent details. Status and performance metrics are vital to the managers dashboard.
The document summarizes an HR compensation management software called eCompensation. It provides tools to streamline the compensation process including merit-based salary adjustments, bonuses, and shares. It integrates with payroll systems and allows secure, role-based access to compensation data. The software simplifies budget distribution, tracks adjustment histories, and generates reports to facilitate the entire compensation workflow.
The document discusses best practices for web-based reporting in call centers. It recommends that managers have access to summary data on group performance metrics as well as the ability to drill down into more detailed real-time and historical data on groups, agents, and thresholds. This allows managers to monitor call center status remotely while gaining insights into both current and long-term agent and group performance. Security is also important, recommending intranet-based reporting with username/password access controls.
There are challenges in the contact center that make it necessary to have reports that help reduce the lack of productivity and poor agent performance. The positioning of those reports depends on the audience and the goals.
Which metrics matter to Call Center Managers?Spectrum
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There are multiple reasons why knowing an agent's current state and historical state reporting is important for contact center performance and efficiency. Agent state reporting provides awareness of what agents are doing, allows for call, email and chat routing, and enables performance reviews. It justifies positive or negative reviews during annual evaluations by showing time spent in productive versus non-productive states. Monitoring agent states across different contact channels like voice, email, chat and social media also helps managers identify unproductive behaviors like agents extending non-call handling times. Overall, accurate agent state reporting is a vital tool for managers to evaluate productivity, provide feedback, and make improvements across the contact center.
Call Center Statistics or Performance Metricsguest14c061
An article on the differences between call center statistics and call center performance metrics. Which of these should a call/ contact center use? Which is better?
Article talking about the needs for managing data within the contact center. A lot of data is available and should be summarized to see where the gaps are in the multichannel contact center.
Market Probe focuses on customer feedback programs, brand experience, and go-to-market strategies. They provide enterprise feedback management systems to collect, analyze, and share customer feedback from multiple surveys. Their Insight Manager dashboard consolidates and analyzes data to provide customizable reports and key measures that can be drilled down and tracked over time. It integrates survey data with other customer data for insights and considers data security.
The document summarizes an HR compensation management software called eCompensation. It provides tools to streamline the compensation process including merit-based salary adjustments, bonuses, and shares. It integrates with payroll systems and allows secure, role-based access to compensation data. The software simplifies budget distribution, tracks adjustment histories, and generates reports to facilitate the entire compensation workflow.
The document discusses best practices for web-based reporting in call centers. It recommends that managers have access to summary data on group performance metrics as well as the ability to drill down into more detailed real-time and historical data on groups, agents, and thresholds. This allows managers to monitor call center status remotely while gaining insights into both current and long-term agent and group performance. Security is also important, recommending intranet-based reporting with username/password access controls.
There are challenges in the contact center that make it necessary to have reports that help reduce the lack of productivity and poor agent performance. The positioning of those reports depends on the audience and the goals.
Which metrics matter to Call Center Managers?Spectrum
A brief article on metrics that managers are asking for on their call center dashboard. The metrics also vary based on the industry, group or department within the contact center. many articles write about the metrics that you must have in your reports. But what is not considered is the managers view point, goals, and objectives.
There are multiple reasons why knowing an agent's current state and historical state reporting is important for contact center performance and efficiency. Agent state reporting provides awareness of what agents are doing, allows for call, email and chat routing, and enables performance reviews. It justifies positive or negative reviews during annual evaluations by showing time spent in productive versus non-productive states. Monitoring agent states across different contact channels like voice, email, chat and social media also helps managers identify unproductive behaviors like agents extending non-call handling times. Overall, accurate agent state reporting is a vital tool for managers to evaluate productivity, provide feedback, and make improvements across the contact center.
Call Center Statistics or Performance Metricsguest14c061
An article on the differences between call center statistics and call center performance metrics. Which of these should a call/ contact center use? Which is better?
Article talking about the needs for managing data within the contact center. A lot of data is available and should be summarized to see where the gaps are in the multichannel contact center.
Market Probe focuses on customer feedback programs, brand experience, and go-to-market strategies. They provide enterprise feedback management systems to collect, analyze, and share customer feedback from multiple surveys. Their Insight Manager dashboard consolidates and analyzes data to provide customizable reports and key measures that can be drilled down and tracked over time. It integrates survey data with other customer data for insights and considers data security.
Broadbean is a job distribution company that helps clients gain time, maximize ROI, and reach hard-to-find candidates. It integrates workflows to manage responses and provides analytics on job board performance including trend reports, sector monitoring, and tracking processes. Broadbean also helps clients optimize spending through cost reporting, monitoring quality of responses from each board, and identifying peak times for higher application rates. The service aims to increase the quantity and quality of applicants while reducing costs and improving hiring outcomes for clients.
Attendance And Payroll Software AmpleTrailsMayank Jain
This document provides information about SmartOffice, an HRMS solution specially designed for SMEs. It offers attendance management, leave management, payroll, and other HR features on a single platform. The pricing is designed to be affordable for SMEs. SmartOffice is based in Bangalore and has over 30 employees with 10+ years of combined experience in HR software. It has over 1000 channel partners and provides cloud-based solutions across India. The document also provides information on SmartOffice's clients, reviews, industry awards, timeline, features for attendance management, leave management, payroll, and its mobile app.
Capturing Business Requirements For Scorecards, Dashboards And ReportsJulian Rains
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People-Trak's HR software provides comprehensive personnel management and tracking features in one integrated system. It allows companies to store all employee data electronically, track statuses, attendance, compensation, benefits, training records, and performance reviews. It also includes safety management, document management, and reporting capabilities to help HR professionals manage all employee information and comply with regulations.
Designed for finance managers, CFOs, and accountants, this session will examine what key performance indicators nonprofits should look at to gauge their operational efficiency, stewardship of resources, and performance compared to peer organizations. The session will also include a discussion of the tools and data that are available to enhance this process and to improve accountability to donors and other stakeholders.
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This document discusses various metrics for measuring employee and organizational performance. It divides employee metrics into categories for measuring work quality, quantity, and efficiency. Some examples of work quality metrics include management by objectives, subjective appraisals, product defects, and net promoter scores. Work quantity can be measured by sales numbers, units produced, and call handling times. Both quality and quantity need to be balanced. Organizational metrics include revenue and profit per employee, human capital ROI, absenteeism, and overtime. The conclusion is that no single metric can fully capture performance, and the best approach uses a combination of qualitative and quantitative metrics from multiple perspectives.
- Bhargav Goswami is a Java programmer with 8 years of experience seeking new assignments.
- He currently works as a Senior Java Developer for Opteamix India Business Solution in Bangalore.
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Pooja Suresh Gogawale is a Quality Assurance Engineer with over 1.5 years of experience in software testing. She currently works at IBM India Pvt. Ltd. and has also worked on projects for Metropolitan Life Insurance Company. Her skills include manual testing, mobile testing, and working with testing tools like QC 11.52 and SoapUI. She has experience testing various web and mobile applications in the insurance domain. Her objective is to work for a progressive organization where she can enhance her knowledge and skills in Quality Assurance.
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And as a bonus, it also covers seven excellent strategies to boost employee productivity in no time.
Original Blog: https://biz30.timedoctor.com/employee-productivity-report-template/
6 Tips to Successful Call Center ReportingSpectrum
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.
Cohortflow is an agent management software that allows education providers to streamline their agent processes. It provides tools to manage agent records, contracts, commissions, and communications in one centralized system. Key features include storing all agent details, generating commission reports and invoices, distributing documents to agents in bulk, and integrating applications. The software aims to simplify agent management and offers a payment system called Cohort Account that allows agents to receive payments more efficiently with lower fees.
This document discusses using a Customer Relationship Management (CRM) system for outreach teams. It outlines the key features and benefits of an outreach CRM, including ease of access to centralized information, data analytics and reporting capabilities, and tools to track goals and measure outcomes. The presentation provides examples of how a CRM can help teams manage accounts, contacts, programs, surveys and other data in one place. It suggests a CRM could help teams work more efficiently by reducing time spent on manual data entry, report preparation and spreadsheet maintenance. Analytics from a CRM may also help target outreach efforts and measure impacts like single occupancy vehicle reduction.
Sapna Ramesh is seeking a position that allows her to utilize her 11 years of experience in operations, business analysis, project management, and reporting at Fidelity Investments. She has a variety of skills including communication, analytical abilities, and project management. Her career at Fidelity has included roles in business analysis, program management, operations, and reporting where she has led projects, developed reports and dashboards, and ensured compliance.
The document discusses the human resources management module in Microsoft Dynamics AX 2012. It provides an overview of the standard functionality for managing human resources processes like recruitment, hiring, positions, and organizational hierarchies. It also describes how human resources data can be shared or not shared across legal entities and companies. Finally, it discusses how recruitment projects can be used to manage filling open positions.
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The document discusses the importance of omni-channel customer care for businesses. It defines omni-channel customer care as strategies to deliver seamless customer experiences across multiple channels and devices. The document finds that companies with omni-channel customer care programs outperform peers in key metrics like customer retention, profit margins, and lifetime value. Specifically, best-in-class companies achieve 89% customer retention rates and 9.5% annual revenue growth compared to 33% retention and 3.4% growth for other companies. The best practices of top companies include regularly training representatives to use customer data from multiple touchpoints to ensure consistent messaging across channels.
Broadbean is a job distribution company that helps clients gain time, maximize ROI, and reach hard-to-find candidates. It integrates workflows to manage responses and provides analytics on job board performance including trend reports, sector monitoring, and tracking processes. Broadbean also helps clients optimize spending through cost reporting, monitoring quality of responses from each board, and identifying peak times for higher application rates. The service aims to increase the quantity and quality of applicants while reducing costs and improving hiring outcomes for clients.
Attendance And Payroll Software AmpleTrailsMayank Jain
This document provides information about SmartOffice, an HRMS solution specially designed for SMEs. It offers attendance management, leave management, payroll, and other HR features on a single platform. The pricing is designed to be affordable for SMEs. SmartOffice is based in Bangalore and has over 30 employees with 10+ years of combined experience in HR software. It has over 1000 channel partners and provides cloud-based solutions across India. The document also provides information on SmartOffice's clients, reviews, industry awards, timeline, features for attendance management, leave management, payroll, and its mobile app.
Capturing Business Requirements For Scorecards, Dashboards And ReportsJulian Rains
This white paper discusses capturing business requirements for scorecards, dashboards, and reports. It defines the scope of information needed, including the report purpose, measures, dimensions, hierarchies, time periods, and other functional requirements. It also covers non-functional requirements like volume and capacity, performance, availability, and security. Further analysis is then needed to check data availability, prioritize requirements, define validation rules, and design supporting processes.
People-Trak's HR software provides comprehensive personnel management and tracking features in one integrated system. It allows companies to store all employee data electronically, track statuses, attendance, compensation, benefits, training records, and performance reviews. It also includes safety management, document management, and reporting capabilities to help HR professionals manage all employee information and comply with regulations.
Designed for finance managers, CFOs, and accountants, this session will examine what key performance indicators nonprofits should look at to gauge their operational efficiency, stewardship of resources, and performance compared to peer organizations. The session will also include a discussion of the tools and data that are available to enhance this process and to improve accountability to donors and other stakeholders.
A white paper on the best practices for reporting in the contact center. This white paper covers reporting for wallboards, desktops, dashboards, email, web based reports, and data collection.
Easier Business Management For All Type Of Businesshaarikacrm007
This document summarizes the key features of a customer relationship management (CRM) software. It describes features such as leads management, clients, employees, leaves, attendance, holidays, contracts, projects, tasks, time logs, proposals, estimates, invoices, payments, credit notes, expenses, products, orders, tickets, messages, notice board, and reports. All of these features allow users to manage projects, customers, and employees in one centralized system.
Professional Performance Metrics | A Framework to Optimize decision Making | ...Muhammad Nizam Uddin
This document discusses various metrics for measuring employee and organizational performance. It divides employee metrics into categories for measuring work quality, quantity, and efficiency. Some examples of work quality metrics include management by objectives, subjective appraisals, product defects, and net promoter scores. Work quantity can be measured by sales numbers, units produced, and call handling times. Both quality and quantity need to be balanced. Organizational metrics include revenue and profit per employee, human capital ROI, absenteeism, and overtime. The conclusion is that no single metric can fully capture performance, and the best approach uses a combination of qualitative and quantitative metrics from multiple perspectives.
- Bhargav Goswami is a Java programmer with 8 years of experience seeking new assignments.
- He currently works as a Senior Java Developer for Opteamix India Business Solution in Bangalore.
- His skills include end-to-end software development, requirements analysis, design, coding, testing, debugging and documentation. He is proficient in Java/J2EE and Oracle database.
Management Application (Google Forms) Training (1)Nicole Massie
This document provides instructions for using Google Forms to submit management reports, including billable hours, HR personnel changes, and weekly intern performance evaluations and timesheets. The forms standardize reporting, replace email communication, and allow direct submission. Managers, consultants, HR, and interns use the forms for billing clients, personnel tracking, and payroll/performance tracking. Mistakes can be corrected by notifying the relevant director.
Pooja Suresh Gogawale is a Quality Assurance Engineer with over 1.5 years of experience in software testing. She currently works at IBM India Pvt. Ltd. and has also worked on projects for Metropolitan Life Insurance Company. Her skills include manual testing, mobile testing, and working with testing tools like QC 11.52 and SoapUI. She has experience testing various web and mobile applications in the insurance domain. Her objective is to work for a progressive organization where she can enhance her knowledge and skills in Quality Assurance.
How to Create a Productivity Report (Free Excel and Google Sheets Template)Time Doctor
This document goes over how you can use a productivity report to keep track of your team’s performance, with a free printable employee productivity report template to help you get started. It’ll then cover its limitations and highlight a powerful alternative to templates.
And as a bonus, it also covers seven excellent strategies to boost employee productivity in no time.
Original Blog: https://biz30.timedoctor.com/employee-productivity-report-template/
6 Tips to Successful Call Center ReportingSpectrum
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.
Cohortflow is an agent management software that allows education providers to streamline their agent processes. It provides tools to manage agent records, contracts, commissions, and communications in one centralized system. Key features include storing all agent details, generating commission reports and invoices, distributing documents to agents in bulk, and integrating applications. The software aims to simplify agent management and offers a payment system called Cohort Account that allows agents to receive payments more efficiently with lower fees.
This document discusses using a Customer Relationship Management (CRM) system for outreach teams. It outlines the key features and benefits of an outreach CRM, including ease of access to centralized information, data analytics and reporting capabilities, and tools to track goals and measure outcomes. The presentation provides examples of how a CRM can help teams manage accounts, contacts, programs, surveys and other data in one place. It suggests a CRM could help teams work more efficiently by reducing time spent on manual data entry, report preparation and spreadsheet maintenance. Analytics from a CRM may also help target outreach efforts and measure impacts like single occupancy vehicle reduction.
Sapna Ramesh is seeking a position that allows her to utilize her 11 years of experience in operations, business analysis, project management, and reporting at Fidelity Investments. She has a variety of skills including communication, analytical abilities, and project management. Her career at Fidelity has included roles in business analysis, program management, operations, and reporting where she has led projects, developed reports and dashboards, and ensured compliance.
The document discusses the human resources management module in Microsoft Dynamics AX 2012. It provides an overview of the standard functionality for managing human resources processes like recruitment, hiring, positions, and organizational hierarchies. It also describes how human resources data can be shared or not shared across legal entities and companies. Finally, it discusses how recruitment projects can be used to manage filling open positions.
Improve Service Quality Through Enterprise Feedback ManagementSpectos GmbH
How are companies improving their service quality with enterprise feedback management systems? Spectos has compiled a list of tips and hints about how to improve company performance by measuring customer satisfaction.
The document discusses the importance of omni-channel customer care for businesses. It defines omni-channel customer care as strategies to deliver seamless customer experiences across multiple channels and devices. The document finds that companies with omni-channel customer care programs outperform peers in key metrics like customer retention, profit margins, and lifetime value. Specifically, best-in-class companies achieve 89% customer retention rates and 9.5% annual revenue growth compared to 33% retention and 3.4% growth for other companies. The best practices of top companies include regularly training representatives to use customer data from multiple touchpoints to ensure consistent messaging across channels.
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1. Contact Center Reporting for Managers June 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 the total costs, compatibilities or capabilities.
Multi-channel data on a report needs to be defined by what it is trying to accomplish. Managers want
to know the agents status across all channels, voice, email and chat. The report needs to show the group
status, then the option to select the group to see the agent status for that group, and then select the
agent to see the agent status and performance both in real time as well as a historical report.
The immediate reaction to this report is this is a report I have today in my system if I just take the time
to organize it and run the report. Remember this is a multiple group report combining data from
Multiple Groups Status
All Agent Status for a selected Group
Historical performance for a selected agent
2. separate skills or queues and across multiple ACD’s. Global call contact centers have combined data for
the groups that have agents in multiple global contact centers.
The historical reporting shows three key KPI’s:
• Occupancy – combines the talk time with the wrap up time (ACW Time)
• Working State Time – combines talk time; wrap up time and Aux states that are
considered to be productive. These codes will vary by contact center.
• Non working State Time – combines all non working states time to show how
unproductive the agent has been. Lunch, break, idle, logged out, etc. are all examples of
non productive.
Because your agents are working with customers via voice, email and chat you need to see their
performance at each level. What is their status for each of these? What is the work time for each of
these? Are they logged into these channel options?
This status report contains data collected from Email, Chat and Voice that is combined across multiple
ACD’s and groups. The purpose is to see how the agent is performing through three channels and to
ensure they are not using one channel to justify lack of performance in another channel. Combining
3. Group totals for the channels (voice, email and chat) also shows the manager how well the international
call centers are performing.
These reports are different from the standard reports that are available from the ACD provider. These
combine data across channels: Voice, Email and Chat; from multiple ACDs; and creates group level
reporting. These collaborated reports give managers the tools they need to see real time and historical
status for agents that work on numerous tasks as part of their job.
Spectrum is a leading provider of Unified Contact Center Reporting. Contact Spectrum today to
discuss your management level report. For more examples of reporting visit our website and the
products page. http://www.specorp.com/products
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Dan Boehm
VP Sales and Marketing
Spectrum
dan@specorp.com
+1 713 986 8839