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Call Center Threshold Violations: Get Them Reported All At Once


TMCnews Featured Article

August 02, 2011

Call Center Threshold Violations: Get Them Reported All At Once

By David Sims, TMCnet Contributing Editor

According to a recent post from Spectrum (News - Alert) Corporation (“Unified Contact Center Reporting”), on a daily basis, “call centers and agents exceed their thresholds and the manager and the agents are made aware of the threshold violations.”

Now we know you’re a busy manager, you don’t have time to explore each KPI threshold violation. Heck, if you tried to do that you wouldn’t have time for the rest of your job. But wouldn’t it be great to get a summary report of the threshold violations? Then you’d have a tool showing exactly where the call center can improve.

That’s the beauty of summary reports, they boil down the thousands of lines of statistics into simple, easy to read and understand reports that you, the busy manager, can then use to manage the call center and make the changes that improve productivity, without having to spend all the time tracking down all the violations yourself.

Spectrum offers call center reporting software and contact center wallboards, designed, in the words of company officials, to “improve call center performance by reviewing critical KPI's and acting on the variances from your goals. Spectrum captures data from multiple data sources and builds unique reports specifically for your contact center. These reports can be published as Web Based Reports, to LCD Screens, LED Wallboards, Desktops and Dashboards, Email and Smart Phones.”

The threshold analytics product they offer is part and parcel of that. Spectrum threshold analytics is a summary reports that show the call center manager the sort of things the manager neeeds to know, but doesn’t have all day to look for, such as which KPIs have gone into threshold throughout the day, when they went into threshold during the day and how many times they went into threshold for the day.

Then the reporting function gives the totals for each KPI for the day, and a weekly/monthly (trend) report can also be created.

Or you can hunt and peck them yourself. Your choice.

David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Chris DiMarco

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