The holidays are a great time for reflection and between all the last minute shopping and celebration, it’s important to look back on the accomplishments, defeats and experiences that marked the year. Nowhere is this more true than in the call center, and even though those chilly December evenings bring a dramatic increase in call volume, there’s no excuse to miss an opportunity to think about what you can be doing better.

Let’s be honest, if you’re not already using some fashion of call reporting in your call center, then you’ve got a lot to learn. There’s no better way to gain insight into your agent/customer relationships than by tracking KPI’s and digesting them as frequently as possible with the help of a reporting software suite.

Spectrum (News - Alert) Corp offers not only the software you need to power this kind of campaign but also the hardware to display it to your staff. Wallboards are a great way to give your team real-time insight into how they’re doing, and adjust their behavior accordingly.

Plus, the fact that Spectrum offers Web-base reports means they can be accessed and viewed from any location with Internet access. This capability offers the manager both flexibility and mobility. This type of reporting also incorporates graphics into the report to deliver more dynamic views of the associated data.

Perhaps the most important benefit to call center reporting online is the fact that the information captured and shared is not limited to the ACD’s. Web reports can pull data from any call center application or call center wallboards and provide a true summary report to all managers involved. Information is easily passed up the line to report on performance and identify opportunities for improvement or growth.

There’s no insight without information. Employ a call reporting strategy if you haven’t already and you’ll see tangible results in that can back a new approach to weakness in your staff.

Chris DiMarco is a Managing Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC (News - Alert) Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page. Follow him on Twitter (News - Alert) @cpdimarco.

Edited by Rich Steeves