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Advantages of Dashboards for Call Center Management


TMCnews Featured Article

August 11, 2011

Advantages of Dashboards for Call Center Management

By David Sims, TMCnet Contributing Editor

If you’re looking into call center wallboards, bear in mind that dashboards provide critical data as a full screen of charts, graphs and data grids to display the status of the call center.

“Managers using threshold analytics will be shown the KPI’s that are creating the variances in the call center” when using them, according to officials of Spectrum (News - Alert) Corporation, which sells XorceView products.

The key words here are revenue and improved productivity. Inefficient call centers cost the business in lost revenue or productivity. As Spectrum officials note, “dashboards show the managers using threshold analytics where inefficiencies exist and where revenue is being lost.”

Among other benefits are access to real time, historical integrated call center statistics and metrics to improve overall call center performance and multiple dashboards available as tabs. Managers can access different data to determine the status of different parts of the call center, and by using threshold analytics, managers can see where in the call center performance is not meeting stated goals.

About a month ago TMC’s (News - Alert) Chris DiMarco wrote about how important it is to have a plan for your call center reporting product, which metrics to cover and what information is essential to your workforce in real time.

Once you have the information, it’s just as essential to know what to do with it. Delivery systems like call center wallboards and desktop reporting software can quickly communicate information to your team, providing working information on what they’re up against.

According to Spectrum, “Wallboards have a life of over 15 years. They also will display more information that can be seen at a distance than any other device available today. With new technology advances these boards can be connected to the network, communicated to wirelessly, or a combination of both network and wireless, and are available in almost any size your business might require.”

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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