Monday, June 28, 2010

Unified Contact Center Reporting

Spectrum Unified Contact Center Reporting is a complete solution for capturing real time and historical data from contact center applications and building real time reports with proactive alerting for monitoring the contact center business processes.  Spectrum UCCR provides agents, team leaders, managers and senior management with the information they need to make immediate and better business decisions.  As the environment in the contact center changes corrective action can occur on all levels from the agent to senior management.

Unified Contact Center Reporting (UCCR) consists of two components: Contact Center Activity Monitoring and Unified Reporting.  Contact Center Activity Monitoring (CCAM) captures Contact Center specific data from applications such as multi-channel ACD’s, CRM, WFM, etc and consolidates that data.  Then using industry standards, the unified reports are built for each level of the contact center to provide real time information and improve contact center performance. 

Key Benefits
  • Monitor critical KPI’s across the contact center and take corrective action immediately.  Contact center efficiencies and effectiveness improve.
  • Unified reports summarize all data into reports for each level of the contact center. Each level sees only the information they need to take proactive actions.
  • Reports are published to desktops, LCD screens, web based reports, wallboards and smart phones. The contact center is able to see the reporting in multiple methods.
  • Alerts and notifications are sent via to desktops, wallboards, LCD Screens, Email, SMS and smart phones.  Never be out of touch of the contact center.
  • Agent level real time information presented to their desktops or to a wallboard. At the desktop the information will be agent specific information and group level details. On the Wallboard the information will be group level metrics.
  • Team Leader real time information for the group with access to agent level real time information can be available as a desktop application or web based report.  Team leaders also utilize wallboards to see the current status of the group.
  • Call Center Managers and Operations managers review historical information with drill down access to real time information on web based reports or desktop applications.  Analysis can be done quickly and the manager is able to make better decisions based on quality information.
  • Senior management is able to determine that the contact center is operating at peak performance by reviewing web based reports.  Historical and real time information is readily available. 

Spectrum is a leading provider of Unified Contact Center Reporting.  Contact Spectrum today to learn more about Contact Center Activity Monitoring and Unified Reporting. 

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Dan Boehm
VP Sales and Marketing
+1713 986 8839

Monday, June 21, 2010

What is a Call Center Wallboard?

The other day someone asked me for a call center wallboard. I asked them which kind of wallboard do you want? The customer was confused as he assumed there was only one kind. Here is some information on the two most popular types of call center wallboards.

Traditional LED Wallboards: These are the boards that show content in text only, can change colors on thresholds and will run messages on the bottom. They are available from single line of text up to the size of an entire wall.

Key Benefits:
  • Great for showing text only;
  • Very low total cost of ownership (over the life of the board);
  • Higly reliable.

Flat Panel Displays: These are also known as LCD screens or plasma screens. These boards will show content from the same sources as the traditional boards and can show graphs, charts, RSS feeds, images such as jpegs, web content, video, streaming video, television / cable, documents and camera feeds.

Key Benefits:
  • Flat panel displays are very dynamic;
  • Content can be much more than traditional contact center applications;
  • More effective in changing behavior than a traditional LED wallboard.

For the money and if used properly a flat panel display can be a more effective call center tool in improving communications and creating an effective decision making contact center.

To learn more about Wallboards visit

Wednesday, June 2, 2010

Contact Center Statistics or Performance Metrics

There is a difference between statistics and performance metrics. Both are very helpful to the contact center but are used in two different ways. Confusing the two can be costly if you are purchasing a solution to improve the efficiency of your call center.

Statistics can provide a view of what is happening in the call center right now, for the interval or for the day. These statistics are helpful when the agents, team leaders and managers want to know the current status of the call center. Good statistics that show the status of the call center are:
Average Handle Time (AHT) or Average Call Handle Time (ACHT)
Service Level (SL%)
Abandon Rate (ABN%)
Average Speed Answer (ASA)
Longest Wait Time (LWT)
Calls in Queue (CIQ)
There are many more statistics that are available and each Call Center manager needs to determine what is best for their call center. These statistics and more are available from your ACD.

Performance metrics provide a different picture of the contact center. While statistics show us what is going on for our call center from our point of view performance metrics will show you what your customers think of your agents and call center. The team leader or call center manager may be aware of the call center status (statistics) but not aware of what the customers think of the call center or how well we are doing compared to our goals (performance metrics).

Performance metrics can provide a view of what our customers think of our call center and how we are doing compared to our goals. For example a recent study showed that agents thought their customer satisfaction rate was above 80% while the customer gave a satisfaction rating of just above 60%. Some performance statistics that are useful to the call center manager are:
First Call Resolution (FCR%)
Customer Satisfaction (CSat%)
Agent Utilization Rate (AUR%)
Cost per Contact (CoC)
Average Speed Answer (ASA)
Abandonment Rate (ABN%)

These metrics will provide a true picture of performance in the call center, identify strengths and weaknesses, and help establish goals for the call center and agents. Used properly these same metrics can be used in a scorecard (A single weighted number that shows how well the call center is performing, today)

Each contact center needs to select the metrics and statistics that are appropriate based on the businesses industry. However, it is not unusual for a single contact center to have different metrics for different groups.

So to truly improve the efficiency of the contact Performance Metrics are the better option. These metrics provide a view of the contact center from the customers point of view and give the manager an image of what needs to be worked on to improve the contact center productivity and efficiency.