Contact Center Performance Management

Add chat and email queues to your real time reporting system

Now that online chat and emails are also a growing part of a call center's repertoire, its real-time reporting mechanism needs an update.

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.

Don't Attack the Queue

Don't Attack the Queue

The idea of "Don't attack the queue" may sound odd, but it makes more sense than you might think. 

Quick reaction times key for handling call volume spikes

Quick reaction times key for handling call volume spikes

When it comes to potential spikes, accurate predictions become nearly impossible. That makes a quick reaction speed invaluable.

Customization, ongoing effort needed for top-rate real-time reporting

Customization, ongoing effort needed for top-rate real-time reporting

Two of the most important criteria to keep in mind when choosing a real-time performance reporting system are the ability to customize the solutions and commitment from both the vendor and the company itself to put forth a concentrated effort to maximize value and performance after deployment

Future of contact centers will make performance tracking essential

Future of contact centers will make performance tracking essential

Business leaders will need to embrace new tools and strategies to maximize their efficiency and effectiveness in future contact centers. 

Call center changing condition alerts - a step by step plan to keep your customers happy [infographic]

The ability to respond to challenges in the call center is one that sets winning customer service teams apart from the rest. When managers can smoothly navigate these problems in real time, they reach an unmatched level of performance that becomes a major differentiator.