Everywhere you look today you see smartphones. Call center managers, team leaders, agents, IT support, etc all have smart phones. Since so many people are using smart phones why not extend the use of the phone to the call center.
So what is a smart phone? If you have an IPhone or a Blackberry phone you have a smart phone. However, Wikipedia defines a smart phone as a phone with traditional phone features and advanced computing and connectivity.
Call centers leaders are now using their smart phones to stay in touch with the call center with web based reporting, scheduled reporting that provide current call center status and ad hoc alert message about metrics that are outside of the goals.
Managers are very mobile and the smart phone is an ideal tool to stay in touch with the call center in a very unobtrusive way.
Unified Contact Center Reporting (UCCR) is comprised of Contact Center Activity Monitoring (CCAM) and Unified Reports. Spectrum software monitors the activities of multiple software applications in the Contact Center, captures the relevant data and then publishes that information using unified reporting to all levels of the Contact Center.
It looks like my comment is a bit late, but I went to your booth at the IAUG show on Tuesday and your guys showed me those stats on the blackberry - really cool! It was a bit small but you can click on all the links to get drill down info - wow.. The only problem is now I will never get a break!!
ReplyDeleteGreat stuff, thanks.