Unified Contact Center Reporting Ensures Optimal Performance

By Susan J. Campbell, TMCnet Contributing Editor

Capturing data within the call center is essential in order to continue to drive efficient processes and meet strategic goals.

Spectrum Corp.'s Unified Contact Center Reporting (UCCR) solution enables real-time and historical capture of data from applications in the call center to build real-time reports with proactive altering. This capability allows for the monitoring of call center business processes.

With Spectrum's (News - Alert) UCCR solution, agents, team leaders, managers and even senior management get the information they need to make immediate and better business decisions. The environment within the call center is always changing and corrective action on all levels is necessary to ensure performance levels are met. There are two components within UCCR, including Contact Center Activity Monitoring (CCAM) and Unified Reporting. CCAM is designed to capture call center specific data from applications and consolidate that data. When that data is combined with knowledge of industry standards, unified reports are created for each level of the contact center to deliver real-time information and improve overall performance.

Key benefits of the UCCR include the ability to monitor critical KPI’s across the call center, while also taking corrective action immediately; unified summarized reports provide information for each level of the call center; reports can be published to desktops, LCD screens, Web-based reports, wallboards and smartphones; and alerts and notifications are sent to the same end points to ensure no one is ever out of touch with the call center.

The UCCR solution is applied at the agent level to provide the individual with real-time information that can be presented at the desktop or to the wallboard. Desktop information is generally agent-specific, while the wallboard will focus on the group and includes group-level metrics. For team leaders, real-time information for the entire group is generally accessible at the desktop level or through a web-based report. Wallboards can also be used to provide current status of the group. Call center managers and operations managers often need historical information with the ability to drill down in real-time based on information in web reports or desktop applications. This allows for quick analysis and the manager is better able to make decisions based on quality information.

The UCCR also provides senior management with the ability to view if the contact center is operating at peak performance by reviewing reports that are based on the web and available through the browser. With historical and real-time information readily available, split-second decisions can be made and overall performance can be set at a high standard.
 

Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.

Edited by Patrick Barnard

(source: http://www.tmcnet.com/channels/call-center-reporting/articles/104104-unified-contact-center-reporting-ensures-optimal-performance.htm)

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