A world-class real time notification solution can combine and normalize that data for you, giving you a consolidated view of metrics from both your premises-based and cloud-based ACDs.
Now that online chat and emails are also a growing part of a call center's multi-channel service strategy, its real-time reporting tools need an update.
If you want to maximize first call resolution, as well as customer satisfaction, you need your agents to make good transfers - not blind ones.
If average speed of answer is one of your leading performance metrics, the idea of not attacking the queue may seem strange, even counterintuitive. But it makes more sense that you might expect.
Blind call transfers can quickly turn a good experience into a bad one/
The idea of "Don't attack the queue" may sound odd, but it makes more sense than you might think.
When it comes to potential spikes, accurate predictions become nearly impossible. That makes a quick reaction speed invaluable.
Here's how synchronized clocks can work wonders for metrics precision.
Here are three solutions for predicting and managing spikes in call volume.