Centergistic is looking at creating what we've dubbed DashView Mobility Top Six™ which would shows up to 6 business metrics in graphic format. It would be fully secure, allow drill down to a deeper layer of 6 metrics in each category. All real time data. Also would allow instant access to key people to communicate and/or share the data with. Powerful collectors can reach into any open database and extract data to create the Top 6. Alarm threshold conditions could be set on any metric to alert the user. All you'd have to decide is what key metrics you'd want to keep close to you at all times.
What do you think? Would this be valuable for you? Let us know!
Thursday, June 2, 2011
How Smartphones Can Make Contact Managers Manage Smarter
While many executives are content with using their smartphones to write emails and check on portfolios, contact centers offer a unique application for smartphones – metric dashboards. Most contact centers today have some type of performance monitoring system in place to help managers and supervisors gauge the efficiency and productivity of their center. Unfortunately though, many of these systems rely on physically tied down forms of report delivery, such as a dim computer screen in the back room office. This forces managers to be constantly confined to their rooms, unable to see what is actually happening on the call center floor and thereby preventing them from knowing completely their center’s happenings. If the manager were to somehow be able to take the reports with him, he would not only be able to leave his office, but also to engage with his agents as well.
Furthermore, in modern cases where the manager has to step out of his office, it is likely that he will experience a near-complete disconnect on the condition of the center, with the only traces of information coming from supervisor text messages and phone calls. This of course is not the best way of delivering information, especially in cases of emergency. Still, is it really a good idea to conduct business based solely on what some people choose to tell you? Probably not. It would be much smarter if you could see the information for yourself.
Managers should be able to monitor their center’s performance no matter where they are, with quick access to the same metric data as if they were sitting at the computer in their offices. Imagine, being able to check how a particular department is doing before even arriving at the office in the morning, being able to direct supervisors based on performance data while standing in line to order lunch, or being able to diffuse a crisis before it gets out of control while sitting on a couch at home. In fact, it is surprising that most managers haven’t even considered asking for such solutions from their IT departments, as virtually all the required pieces of technology are already available.
Furthermore, in modern cases where the manager has to step out of his office, it is likely that he will experience a near-complete disconnect on the condition of the center, with the only traces of information coming from supervisor text messages and phone calls. This of course is not the best way of delivering information, especially in cases of emergency. Still, is it really a good idea to conduct business based solely on what some people choose to tell you? Probably not. It would be much smarter if you could see the information for yourself.
Managers should be able to monitor their center’s performance no matter where they are, with quick access to the same metric data as if they were sitting at the computer in their offices. Imagine, being able to check how a particular department is doing before even arriving at the office in the morning, being able to direct supervisors based on performance data while standing in line to order lunch, or being able to diffuse a crisis before it gets out of control while sitting on a couch at home. In fact, it is surprising that most managers haven’t even considered asking for such solutions from their IT departments, as virtually all the required pieces of technology are already available.
Wednesday, June 1, 2011
Smartphones Break Physical Boundaries
The smartphone – arguably the hottest piece of technological real estate in existence right now. Every major tech firm is jumping onto the smartphone development bandwagon, whether it be hardware or software. The advent of such a device is quickly changing the public’s perception of what it means to be able to easily access information. Prior to the smartphone, the accessibility of information was confined to desktop PC’s; if people needed information, they had to go somewhere with an Internet-connected computer - an internet café, a library, an office perhaps. Then with the invention of Wi-Fi networks, laptop computers stole much of the desktops’ limelight. People were no longer confined to the few specialized physical locations with Internet access. The spectrum of Internet accessibility now expanded to coffee shops, restaurants, shopping malls – places that people actually wanted to go. The access of information seemed finally free. In retrospect however, people weren’t really freed from their network shackles; all Wi-Fi did was simply make the chain a little longer. It was not until wireless data networks reached its third generation (3G) that the physical restrictions were finally and ultimately eliminated, and it is with this wave of technology that gave rise to the smartphone and its various derivatives.
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