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.