What gets measured,
Real-time monitoring and reporting will provide details on how calls coming into your customer service department are being handled. This accurate information will allow your operations team to develop strategies to improve employee productivity and enhance customer experiences, resulting in a positive impact to your bottom line.
Whether you have 5 or 500 support team members, there are tools that integrate with your telecom solutions to help make data-backed decisions on employee performance and customer service.
Create reports that have meaning to your specific operations or for the supervisors that analyze the data. Instead of combing through and combining information from multiple reports, put all those data points in a single report.
Your efforts are best spent making logical decisions based on the information at hand. Leave it to our team and intuitive applications to build what's best for your business.
MONITOR THE SITUATION
LIVE STATS & WALLBOARDS
Too many calls in queue? Wait time too high today? Idle agents? Making decisions in real time can be the difference between a positive and negative experience with your business. Visual displays with your desired information can be customized for data such as durations, queued calls, abandoned calls, etc.
REALTIME AGENT VIEWS
Perhaps you want to get granular? Let's do it. Managers or call center supervisors can monitor individual agents throughout the day; in realtime. From the convenience of their desktop, understand the current state of an agent(s) or a particular group with access to information like numbers of calls in queue, longest calls in queue and more.
...your call my be monitored for quality assurance purposes.
This statement may be clear to most people. However, for those in the contact center business, call and voice recording unquestionably amount to more.
Call recording can be a grueling task for many, but have you ever tried to understand why contact centers need to record calls?
If one of the prime aspects for your business revolves around customer calls and you haven’t yet started actively recording them, you are missing out on ways to improve efficiency of agents, enhance the customer experience and thereby, significantly boost revenues.
TOP 5 CUSTOMER SERVICE METRICS
YOUR BUSINESS SHOULD BE MEASURING
AVG. RESPONSE TIME
PEAK ACTIVITY TIMES
AVG. HANDLE TIME
WANT TO LEARN MORE?
We're here to educate you on how the benefits of call reporting and recording can improve your business.