Although many companies are now migrating their call centers over to IP-based, all-in-one software platforms - which have all of the core call center applications, including reporting, tightly integrated on a single platform - there's still plenty of companies out there that are planning to get more value out of their legacy call center systems before they make the leap to an all-in-one solution.
The challenge for these companies, however, is how to get better reporting out of their legacy systems so that they can get a more detailed, unified view into their call center operations. What's more, many companies are now realizing that they can provide more actionable intelligence to their call center managers and agents if only they could tie together all these disparate silos of data and package the data into comprehensive reports that can be delivered in near real time. This data can be invaluable for driving agent performance in the call center - and also for making timely business decisions based on changing conditions. In other words, it makes the entire call center operation more "reactive."
To accomplish this, companies with legacy call center systems need reporting solutions that enable them to tie together all the data coming out of these disparate systems and package it into wide variety of reports. By taking pertinent data to arrive at call center metrics and statistics and delivering it to agents via LCD flat panels, wallboards or the desktop, companies can positively influence agent performance and motivate agents to meet call center goals. In addition, call center managers and supervisors can view "high level" views on call center performance via Web-based dashboards - plus they can drill down and get details about individual agent performance.
Effective call center reporting also means having the ability to send real time alerts to call center managers and supervisors, upper management, and sometimes the agents themselves in the event a certain threshold has been met or some other event has occurred.
. is a "pure-play" vendor of call center reporting solutions. The company specializes in capturing data from various legacy systems, packaging it into detailed reports that come in user-friendly formats, and delivering those reports to various end-points across the company network. Its Unified Contact Center Reporting (UCCR) solution captures real time and historical data from contact center applications and builds real time reports with proactive alerting. This powerful call center reporting solution provides agents, team leaders, managers and senior management with information they need to make immediate and better business decisions.
To learn more about Spectrum (News
) Corp.'s suite of call center reporting solutions, click here
Patrick Barnard is a senior Web editor for TMCnet, covering call and contact center technologies. He also compiles and regularly contributes to TMCnet e-Newsletters in the areas of robotics, IT, M2M, OCS and customer interaction solutions. To read more of Patrick's articles, please visit his columnist page.
Edited by Patrick Barnard