Here's how sign boards can make a major difference in boosting employee retention.
Find out how to develop a call center culture with the help of digital wallboards.
Managers need a strong response to challenging call center scenarios.
In the call center, some metrics directly correlate to a better customer experience.
Supervisors and agents need a transparent vision of the contact center.
Here's a look at the biggest call center performance indicators of today and tomorrow.
Successful contact centers - and, therefore, successful contact center agents and supervisors - need to be able to react immediately as conditions change. To this end, both the right strategy and the right tools are essential
In light of the rise of self-service solutions and the Internet of Things, it's imperative for companies to ensure their contact centers feature more sophisticated, responsive tools and strategies.
There are five key real-time metrics that are broadly applicable throughout the contact center, and will remain important in the years to come even as the best practice use of these metrics evolve. These metrics, when used effectively, can have the biggest positive impact on contact center performance.
It depends, on what you choose to monitor and how you use that information. A great place to start is with a real-time performance management solution, which monitors the real-time conditions of your call center and presents custom views of KPIs on wallboards, desktop applications, and mobile dashboards.