The multi-channel contact center is something we’ve been hearing about for years. But one must ask how many organizations are truly capitalizing on this concept and creating the desired environment.
Today’s contact centers most likely have voice, e-mail and even chat capabilities, but what about other tools that address managers’ need for mobility and help measure performance and leverage business intelligence? Investments in contact center software demand a focus on those issues, while also driving collaboration. With the 21st century contact center in mind, Zeacom (News - Alert) introduced Snapshot to the Zeacom Communication Center platform. Snapshot provides contact center managers with real-time access to detailed performance metrics and statistics in a customizable format. In addition, Snapshot is compatible with iPads, Android (News - Alert) tablets and smartphones, so this critical data is readily accessible while on the floor managing the facility.
Alerts can be customized to ensure leaders are made aware of problems instantly, and data can be easily displayed on individual desktops or large television screens. By simplifying the monitoring system, this powerful tool helps contact center managers drive the expected level of performance and customer care.
In fact, anyone on the system can be configured to view details such as agent status and queue within their browser or on a large shared screen in an easy-to-digest format.
Statistics are refreshed every 0.5 seconds to ensure information is always current, and administration is easy with a graphical interface that allows for the content, color and gradient of each tile to be specified. A Web Services interface is delivered with Snapshot, allowing for the use of XML to optimize on a wide range of statistics. Managers determine the best application for interactions, as well as the data presentation format. Users can decide the best approach for interaction and display, based on the key performance focus for that contact center environment.
Using Snapshot, contact centers benefit from the delivery of up-to-the-second information, highly visible metrics and alerts, statistic displays that are customizable, the ability to display data on a variety of media, and the opportunity to share data effectively with either the internal team or external management. Without question, Snapshot is an invaluable resource for contact center teams to access the data they need when they need it, and to intensify their focus on customer metrics where needed.
Edited by Amanda Ciccatelli