Wednesday, June 6, 2012

Tablet PC's in the Call Center

The sales of tablet PC’s has exploded in the last year.  Call centers are starting to use them and many call center managers are wondering how to use them.  At the same time IT departments are working to keep them under the corporate security umbrella. 

Most important is to know that many vendors are working to make tablets very secure for the corporate environment. Companies such as McAfee, Symantec, Novell, Juniper, Cisco, VMWare and Citrix have or are working on products that make tablets more secure in the corporate workplace. This should put the IT department at ease knowing these devices can be added with very little cause for concern.

Web based reporting on a tablet PC           

  A three layer web report

The tablet and the reporting it provides should be a reflection of the managers work habits.  If the manager is mobile working remote, traveling often or working from different offices then the tablet should have web based reporting.   Web reporting is set up to show a summary report and have multiple layers of drill down for increasingly more detailed agent information.
    Layer 1 - Summary information such as Voice, Email, Chat
    Layer 2 - Agent Summary information for each skill group for the different channels (Voice, email, and chat)
    Layer 3 - Agent States information for each channel to give detailed results per agent.
The purpose behind this reporting is to show status details of the call center and then both performance and status information for the agents.  This level of reporting give the manager the ability to be mobile and stayed connected to the call center.

Dashboards on the table PC

Managers that are internally mobile want to stay connected by seeing a dashboard with current status and performance data on the call center.  The dashboards could be displaying summary content, specific group data and group analytics.  With this level of data the mobile manager can encourage agents to meet their stated goals and objectives.  The dashboard should include multiple screens of content showing details on each group and if appropriate more details on the agent summary for the day.  Managers can use this real time information to assist the agents, in real time, with meeting goals and objectives.

Another application for the tablet PC is for senior management status meetings.  Having a scorecard updating in real time the manager can show how the call center is meeting the goals and objectives set by senior management. See a Spectrum article on scorecarding.  

Tablet PC’s are not a fad so call center managers should be looking at ways to incorporate tablets into their daily work habits. Think about the type of manager you are and have content built around those requirements. The content should be a method of obtaining and supporting the goals you have set for real time reporting in the call center.

Spectrum is a leading provider of Unified Contact Center Reporting.  Contact Spectrum today to learn more about using Tablet PC’s in the call center.

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Dan Boehm
VP Sales and Marketing
+1 713 986 8839

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