Desktops And Dashboards
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Spectrum provides desktop and dashboard software that aggregates data from various sources like ACD statistics, help desk tickets, CRM systems, and network monitoring tools. This allows contact center agents and managers to have appropriate information at their fingertips to better manage daily workloads and meet performance goals, even with reduced staffing. Customers report improvements in adherence to goals, satisfaction ratings, and task completion when using Spectrum's desktop and dashboard tools, which also provide the same data to work-from-home agents.
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Multiple Source Reporting; CMS, AACC, ACCS, UCCX, UCCE, Oceana. Target agents with Wallboards, Desktops, Dashboards, or Web Based Reports
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Real time reporting for Cisco UCCX and UCCEe
Spectrum Real Time Reporting provides enhanced reporting capabilities for Cisco UCCX and UCCE, allowing contact center managers to modify report layouts and combine data from other applications and platforms. It offers flexibility in report design, inclusion of multiple data sources, customized visual displays, and threshold-based alerts. The solution is bundled with Cisco UCCX and UCCE, available both on-premise and as a SaaS product, addressing customer needs while preventing loss of projects to other platforms.
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NeXorce Enterprise Software provides real-time and historical reporting from Avaya CMS, collecting additional data outside the Avaya platform. It offers more visually appealing reports and options than Avaya CMS alone. Reports include real-time data for intervals and days, as well as historical reports. Real-time interval reports show productivity without daily totals blurring results, while day reports show total productivity. Historical reports allow managers to review total performance by groups and agents from multiple combined sources.
Agent States
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.
Business intelligence
The document discusses business intelligence (BI) reporting in contact centers. It explains that BI reporting can provide both operational reports about current performance as well as historical trend reports. Ideal BI reports combine both types of data to help monitor and improve the contact center business. The document also outlines several key steps for effective BI reporting, such as selecting relevant data based on reporting goals, filtering out unnecessary data, communicating with end users, and being willing to adjust reports over time as needs change.
Dashboards Too Much Information
Dashboards can contain an a lot of critical data. How much is too much? Evaluate your business needs and goals to determine what is the right data and what is too much content.
Wait times
Spectrum's June 2016 Newsletter covering Contact Center Wait Times for Voice, Chat, and Email. Understand your customers acceptable wait times depending on the reason for contacting, the contact method, industry, time of day, month, and time of year. #Desktops #Dashboards #WebReports
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The document discusses the need for contact center dashboards that can consolidate data from multiple sources, allow for drill down of details, be dynamically configured to user needs, have a visual design optimized for information display, and be easy to implement and modify. Standard dashboards from contact center software providers often lack these capabilities. A unified reporting solution is recommended to provide a fully featured dashboard overcoming the limitations of single platform dashboards.
Macro Call Center Reporting January 2016
Macro data is a phrase that is used to describe to types of data: aggregated data and system level data. In the call center this usually means voice, email, chat data and internal critical data. In the call center we often use macro reporting for the entire center, group or teams of agents, depending on the size of the call center.
Key Success Factors for a Performance Dashboard
The key success factors for an effective performance dashboard include proper definition of target audiences and relevant metrics, simplicity and manageability of the dashboard, and sustained leadership through a "dashboard champion." A study of over 30 organizations found that dashboards are most effective when they have a few clearly defined metrics aligned with business objectives, support from executive leadership, and maintain a simple design that is easy to implement and use. Microsoft Excel was the most commonly used tool for dashboard development due to its accessibility, low cost, and ability to produce quick results.
6 Tips to Successful Call Center Reporting
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.
Best Practices - Contact Centers
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.
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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.
Software not working or agents lying
Too often call center agents lie to cover their lack of performance and productivity. This article talks about some of the lies that Spectrum has experienced over the years.
Call center analytics
Call centers have analytics from many sources, which one should you choose and why? This brief paper talks about how to choose the analytics within your call center.
Big data in the Contact Center
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.
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Which metrics matter to Call Center Managers?
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.
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【业务选择办理准则】
一、工作未确定，回国需先给父母、亲戚朋友看下文凭的情况，办理一份就读学校的毕业证【微信：A575476】文凭即可
二、回国进私企、外企、自己做生意的情况，这些单位是不查询毕业证真伪的，而且国内没有渠道去查询国外文凭的真假，也不需要提供真实教育部认证。鉴于此，办理一份毕业证【微信：A575476】即可
三、进国企，银行，事业单位，考公务员等等，这些单位是必需要提供真实教育部认证的，办理教育部认证所需资料众多且烦琐，所有材料您都必须提供原件，我们凭借丰富的经验，快捷的绿色通道帮您快速整合材料，让您少走弯路。
留信网认证的作用:
1:该专业认证可证明留学生真实身份
2:同时对留学生所学专业登记给予评定
3:国家专业人才认证中心颁发入库证书
4:这个认证书并且可以归档倒地方
5:凡事获得留信网入网的信息将会逐步更新到个人身份内，将在公安局网内查询个人身份证信息后，同步读取人才网入库信息
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7:个人信誉贷款加10分
8:在国家人才网主办的国家网络招聘大会中纳入资料，供国家高端企业选择人才
→ 【关于价格问题（保证一手价格）
我们所定的价格是非常合理的，而且我们现在做得单子大多数都是代理和回头客户介绍的所以一般现在有新的单子 我给客户的都是第一手的代理价格，因为我想坦诚对待大家 不想跟大家在价格方面浪费时间
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Desktops And Dashboards
- 1. Spectrum December 2008
- 2. Desktops and Dashboards In a tightening economy it is difficult to recommend and justify additional staff to meet peak period operations. Some organizations are reducing staff to lower operating costs and have fewer people to do the same amount of work. Companies are seeing lower customer satisfaction ratings, lower service levels and higher than usual number of escalations and complaints. To counteract the staff reductions and the freeze on adding staff, companies are becoming more efficient and effective in their daily routines and tasks. By receiving appropriate information at the agents desktop and managers dashboard in real time the stakeholders are managing their daily workload. Customers using desktop screen pops and dashboards report a marked improvement in the adherence to company stated goals, increase in customer satisfaction ratings and an ability to complete daily tasks. Furthermore, virtual agents (work from home agents) have access to the same detailed information as agents and managers in the office. Spectrum provides desktop and dashboard software that captures data from multiple data sources. Some of these sources include: ACD Statistics Help Desk ticket information MS-CRM, Sage CRM, Salesforce.com SAP IBM Tivoli and Cognos HP Open View Contact Spectrum today for a free trial on our award winning desktop / dashboard software.