A good recent post on the Coordinated Systems, Inc. blog titled “Top 10 Benefits of Real-Time Dashboard Analytics for Contact Centers” delivers exactly what it promises, as part of a look at the Dashboard Analytics feature set available in Virtual Observer 4.0:

• Gain real-time contact center performance snapshots and insight into emerging trends.
• Keep all vital information on one screen rather than having to switch through multiple screens. This allows agents to provide better and faster service.
• Focus on high level results and drill down as needed through multiple levels. Saves time and contributes to overall call center efficiency.
• Detect patterns across multiple dashboard components. Because they’re not always obvious, believe it or not.
• Find inefficiencies in agent skill sets and create targeted training programs to improve the overall performance.
• Generate trending reports to provide evaluation feedback by day, week, month, quarter, year, or however you would like.
• Identify actionable changes required in your scoring process.
• Measure your agents against standard scores with attainment reports. This can assist greatly in future training and evaluations of agents.
• Focus in on specific agents or questions to uncover agent weaknesses or discover your next superstars-in-training.
• Compare peers, groups or departments to see the collective gaps and performance gains. Assists with benchmarking.

Coordinated Systems officials recently spoke with Customer Interaction Solutions magazine about some of the changes happening in the industry, as well as some of the enhanced dashboard analytics released in their web-based Virtual Observer 4.0 call recording and quality monitoring product.

“Multichannel, especially social media, has gotten a lot of press these days,” CSI officials said, adding that “we haven’t really seen any requests for incorporating Twitter or Facebook (News - Alert) streams as scorable, recordable data points. On the other hand web chat has really seen an uptick. One of our customers, a large expo producer, has noticed a large percentage (20 percent) of customer traffic now flowing through that channel. I also surveyed our customers and a good number of them can see a point where web chats will exist alongside recorded calls, screens and e-mails.”