The first step to implementing a real-time performance strategy is to create KPIs and metrics that can be used to identify and address performance issues based on your contact center’s business environment and goals. With the wide variety of industries now served by contact centers, there is no one-size-fits all set of metrics. Instead, call center leaders must understand which metrics will provide the best information and drive the appropriate call to action.
Blog Archive: April 2015
Inova recently released new Avaya compatible wallboard software, that supports key contact center solutions from Avaya, for better customer experience management, increased productivity and improved financial performance. Inova LightLink 5.11 software helps businesses improve their customer service through real-time performance reporting and custom, aggregated dashboards with new cloud-based capabilities. LightLink 5.11 is compliance-tested by Avaya for compatibility with Avaya Call Management System (CMS) 17 and Avaya Aura® Contact Center 6.4.