Here at Spectrum Corp., the question that we are asked most is "What KPIs, metrics or information should we capture and display on our call center digital signage?"

Each call center (contact center) has specific goals that are unique to that center. These goals affect what disparate data is captured and displayed -- however there are some general guidelines you can follow to get the most out of your real time reporting and digital signage solution.

Some Spectrum (News - Alert) call center customers are capturing and displaying ACD statistics for the group (skill) and agent (both statistics and states). This data is scrubbed and optimized properly, can become actionable information that helps the call center become effective and efficient.

The rest of Spectrum call center customers have determined which metrics matter most to their call center. Thus they require Spectrum to collect much more data and convert that data into highly useful metric and KPI's. These call centers are collecting data from other systems beside the ACD. Some of these other systems include:

--IVR: To show where calls have abandoned or "zero" out to an agent most often
--CRM: Sales revenue, quotes, invoices, C-sat, lost customers and forecasting data

--WFM: Adherence

--Surveys: FCR and C-sat scores
--Call costs

--Home grown databases: These are databases that are critical to the business and can include data from FCR, customer satisfaction ratings, revenue, call costs, trends and goals

To follow best practices of real time reporting and call center digital signage, a call center should be capturing the data that directly affects each level of the call center. This data should then be scrubbed and optimized for each of the stakeholders in the call center (agent, team leaders, managers and senior management), as each stakeholder requires different actionable information to be able to effectively do their job.
 

Want to learn more? Check out Spectrum Corp.’s website or keep it tuned right here to the Call Center Digital Signage channel.