Tags: Call Center Technology

Posted: 05/06/2015 - 16:12 | Inova Solutions

The technical aspects of implementing a contact center wallboard solution for performance management depend on which business goals (i.e., performance, morale, revenue, customer experience) the new system will support. Knowing this can help you outline the features and functionality of your real-time performance management (RTPM) solution. Prior to selecting a wallboard system, speak with your different tiers of management to identify which metrics they need to monitor (Average Handle Time, Calls Waiting, Average Speed of Answer, CSAT).

Posted: 01/09/2015 - 17:01 | Site Administrator

Saulnier outlines “five fundamental components that need to be in place to provide an excellent customer experience.” ...Each of these components is clearly critical to long term success in the contact center; however, the fifth component is particularly compelling. Read More. http://www.inovasolutions.com/blog/post/implementing-call-center-reporti...