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!
Showing posts with label call center analytics. Show all posts
Showing posts with label call center analytics. Show all posts
Thursday, June 2, 2011
Monday, May 2, 2011
Rate Your AgentView System!
Existing Centergistic customers, help us improve the next version of AgentView by sharing with us your opinions! Tell us what you would like, what you don't like, and what you want to see in future versions of AgentView! Please follow the link below to fill out our short 8-question survey, and be a contributing member to our product development team!
http://www.surveymonkey.com/s/H59K63R
http://www.surveymonkey.com/s/H59K63R
Monday, March 28, 2011
Best Call Center Metrics
Here at Centergistic Solutions, we like to stay on top of news and trends in the contact center industry. We recently discovered an informative article from the International Customer Management Institute (ICMI) entitled Seven Metrics to Watch for Call Center Success.
According to the article, there are seven performance measures that definitively indicate the success of any contact center. Among some of those named are contact quality, which incorporates how courteous agents are, as well as how well they can provide relevant information to customers, forecasting accuracy, which depicts the accuracy of predicting call volume as well as the planning of operations to meet those predictions, and self-service accessibility, which is how often customers are able to initiate and complete a troubleshooting program with little to no interaction from an agent.
In the article, ICMI also identified a key metric that was the single best indicator for contact center success. Studies showed that for every 1% increase in this particular measure, a corresponding 1% improvement in customer satisfaction would also occur. Furthermore, contact centers with higher results for this metric showed lower operating costs, reduced customer defection, and higher employee satisfaction rates.
To find out what this number one metric is, and to learn more about the other six performance measures that best depict contact center success, please visit http://www.centergistic.com/best_call_center_metrics.htm for the full article.
According to the article, there are seven performance measures that definitively indicate the success of any contact center. Among some of those named are contact quality, which incorporates how courteous agents are, as well as how well they can provide relevant information to customers, forecasting accuracy, which depicts the accuracy of predicting call volume as well as the planning of operations to meet those predictions, and self-service accessibility, which is how often customers are able to initiate and complete a troubleshooting program with little to no interaction from an agent.
In the article, ICMI also identified a key metric that was the single best indicator for contact center success. Studies showed that for every 1% increase in this particular measure, a corresponding 1% improvement in customer satisfaction would also occur. Furthermore, contact centers with higher results for this metric showed lower operating costs, reduced customer defection, and higher employee satisfaction rates.
To find out what this number one metric is, and to learn more about the other six performance measures that best depict contact center success, please visit http://www.centergistic.com/best_call_center_metrics.htm for the full article.
Subscribe to:
Posts (Atom)
