Unified Contact Center Reporting, July 2016 news letter on Contact Center Decisions. There's a place for Digital Signage, Dashboards, Desktops, and Mobile Reporting within the Contact Center environment, July's news letter covers the benefits of each method.

1. Contact Center Decisions July 2016
As the leaderof yourcontact centeryouare underconstantpressure toimprove agentperformance.
But isit reallyaboutimprovedperformance orisaboutmeetingandexceedinggoalsthatsenior
managementhasputin place forthe contact center. Dependingonthe industryitcouldbe incoming
increase revenueorreduce outgoingpayments.
What we come to realize,inthe contactcenter,isthat agents,teamleadersandevenyouthe manager
are caught,off guard and unaware of the jumpin customerscontactingthe business. Fifteen,twenty
yearsago customerscalledusandwe were quicklyalertedbythe flashingredlightmountedtothe
cubiclesinthe call center. Intoday’sworldcustomersare emailing,sendingchatmessagesorgoingout
to social media. Thisishowthe contact centercan be thoughtof as unaware and not takingcare of the
customer.
How dowe eliminate this“notaware”problem? Whatcan we do toprovide agents,supervisorsand
evenourselveswiththe informationwe needtobe made aware? We have choicesthat we needto
make to improve,maintainorexceedourbusinessgoals.
Digital Signage in the Contact Center:
Large LCD screensshowingcalls,emails,chats,orsocial mediainformationcanbe veryvaluable tothe
contact center. Questionsthatyouneedtoanswer:
1. Who isthe audience forthe LCD Screens?
a. How manywill youneedtohave foryour audience tosee the screens?
b. Do the supervisorsandmanagerswalkthe floorandneedtosee thiscontentbecause
theyare notat theirdesks?
c. Is mobile notallowedinyourcontactcenter?
2. What contentisneededtoimprove performance andcanthat contentbe displayed?
3. Weather,traffic,social contentisneededdoyourinternal policiesallow forthiscontent?
4. Will yourbudgetcoverthe software,hardware andhardware installation?
Data can be combinedtogethershowingthe agentsthat currentstatusof critical KPI’ssuchas the emails
and chats waitingtobe answered. The positiveornegative social mediapoststhatneedaddressing.
Goingbeyondthe usual contact centerdatahavingthe LCD screenstocommunicate withthe agents
providesaddedvalue tothe dailyjobthe agentsmustendure.

2. Dashboards:
Data from multiplesourcescombinedtogetherintoasingle reportmakesitquickandeasyforanyone
to see the currentstatus. It doesnotmatterthe methodinwhichthe customeristryingto contact you
because youare now immediatelyaware of the status. Questionsthatyouneedtoanswer:
1. Can youcombine the data togetherintoasingle dashboard?
2. Will the rightpeople have accesstothe dashboard?
3. Can yousegregate the datato the correctaudiences?
Dashboardsif properlydesignedwill provide the bestinformationforitsaudience. The designof the
dashboardmustalsomeetthe audience’spersonality.Some peopleare unable to review alotof data
and wantcritical stats ingraphs andcharts. Othersdonot wantgraphic inputtheyonlywantdata.
Dashboardsare able toeliminate,solveandorreduce problemsforjustabouteverycall center. Are you
willingandable tocombine datatogetherinaformat that worksforyou?

3. Desktops:
Real estate! Agentshave limitedroomontheirdesktopsforadashboardwitha lotof data on it. So the
resolutionistohave onlythe critical dataon the desktopwallboard. DisplayCalls,Emails,Chatswaiting
to be answeredand youwill see animprovementincontactcenterperformance. Yes,eachof these
applicationsshowthisstatusbutare theycombinedtogethersothe agentdoesnot have to lookat
three separate reportsornotifications? Questionsthatyouneedtoanswer:
1. If the agentshave thisdesktopwallboardwill theyreaditandreact to it?
2. Will the desktopwallboardhave the properdatafor the agents?
3. Will one more applicationonthe agentsdesktopoverwhelmthe agent?
Agentsare alwaysworkingheadsdown. They are focusedonthe currentcustomerand the applications
theyare working. Havinganalerton the phone worksonlyif itis forcallswaitingandthe agent is
lookingatthe phone fora blinkingLEDlight. Givingthe alertnotice tothe agentwhois lookingattheir
screenwill improveperformance.
Mobile Web Reporting:
In today’sworldwe are mobile. We are out workingwiththe teamleaders,agents,inmeetings,
traveling,checkingonstatusfromhome,or providingseniormanagementaccesstothe critical
statistics. If we are a BPO ourcustomersneedtosee the reports. Mobile webreportingiscrucial inthe
contact centertoday. Questionsthatyouneedtoanswer:

4. 1. Do youhave access to your desktop100% of the time while youare working?Of course not.You
are mobile sohavingaccesstothe critical data at all timesmanagesthe performance of the
contact center.
2. While beingmobile doyouneedtoknow the statusof the contact center?
3. Do youneedquickdrill downaccessto multiplelayersof data?
Webbasedreportingallowsforeasymobilityforkeyteammembers. The reportingmaynotbe pretty
pictureswithgraphsandcharts butit doescontainthe crucial data that offersteammembersquick
solutionstothe dailychallenges.
In the real estate industryitisall aboutlocation,location,location. Forthe contact centerindustrywe
have decisions,decisions,decisions. Whichdirectionyoushouldgoisfundedbythe budgetand
anticipatedoutcome. If the directionneedstobe contactcenterimprovementindailyfunctionality
thenreportingisthe properdirectionforyouto go.
Spectrumisa leadingproviderof UnifiedContactCenterReporting. ContactSpectrumtoday todiscuss
difficultcontactcenterreportingdecisions. Formore examplesof reportingvisitourwebsiteandthe
productspage. http://www.specorp.com/products
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5. Dan Boehm
VP Sales and Marketing
Spectrum
dboehm@specorp.com
+1 713 986 8839