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.
Friday, May 13, 2011
Social Media’s Transformation of the Business Landscape
I recently started working for a software company in Irvine, California and one of the topics that come up regularly is the importance of understanding social media. As a newcomer to the company, I was surprised that my opinions, those of a 21-year old undergraduate college student, were being taken so seriously. I then realized that my generation has a lot of insight into this area, and I’m glad companies are starting to listen.
Social Media seems to be all you hear about these days, and not just in the marketing world, but in the world in general. News anchors, corporate executives, consumers, and even governments mention or use social media in some form, virtually every day. Some dismiss the social media frenzy as nothing more than that – hype. They feel that sites like Facebook and Twitter are merely fads; they’re hot now, but eventually they will go the way of cassettes and parachute pants. They think that social media will simply fade into the background as soon as the “next big thing” comes around.
I disagree. Social media, with sites like Facebook, Twitter, and Youtube, is a very, very big thing. I think it’s the greatest revolution to take place since the Internet itself. Like the Internet, social media has completely transformed the way human beings communicate with each other, and it is important to realize that such drastic changes to the human condition are not fads; they are permanent. They are assimilated into the daily lives of each and every individual who encounters them.
We need to pay attention to the beat and the buzz of social media. For businesses, social media can have a huge impact on whether a business does well or poorly. As part of the Web 2.0 movement, no longer are consumers passive victims of the corporate machine; individuals are no longer willing to blindly accept whatever the companies hand to them. Furthermore, consumers are no longer anonymous figures on accounting documents. With the treasure trove of personal information available on sites like Facebook, companies can find out for themselves, in excruciating detail, exactly who their customers are. At the same time, consumers are blasting themselves as personalities to companies, not numbers. Reciprocally, consumers are more and more aware of who the corporate executives are. And if a customer feels somehow wronged by a company, his actions on social media websites can have far-reaching effects - effects spanning much further than just one person.
The good news for businesses is that they can use social media too - to quickly put out fires before they become unstoppable infernos. For example, if a certain web service stops responding, a simple Tweet can alert millions of users that the problem is being addressed and a solution is on the way. This relieves the anxiety of users and also enhances the perception of the company, that it is concerned about its users as well as its products. This dialog between company and consumer is one of the ways in which social media has so drastically altered communications – direct and even personal relationships can develop.
Never before has the consumer had so much insight into a company’s operations. Businesses are no longer fortresses of top-secret information; these days, more and more companies are adopting an open information policy. In the past, people would try to contact companies and, after being routed to numerous supervisors across multiple continents, they more than likely ended up at a wall. With open information networks branching across Twitter, Facebook, LinkedIn, Blogspot, etc, individuals are asking and are now being answered, sometimes directly by the companies’ top execs.
This is why it is important for companies to monitor how they are talked about across the Internet on various social media platforms. With still many untapped opportunities for both businesses and consumers, social media will undoubtedly continue to grow in importance, and likely at an even faster pace. Social media has easily and greatly surpassed the “fad” idea and become a valuable part of business. Once upon a time, companies were encouraged to promote a culture of seclusion. Now, they can no longer afford to be anti-social.
About the author: Jimin Zheng is currently a part-time marketing assistant intern at Centergistic Solutions in Irvine, CA. He is also a full-time undergraduate Psychology and Business Administration student at the nearby University of California, Irvine. Jimin is expecting to graduate with a Bachelor’s degree in the Spring of 2012.
Social Media seems to be all you hear about these days, and not just in the marketing world, but in the world in general. News anchors, corporate executives, consumers, and even governments mention or use social media in some form, virtually every day. Some dismiss the social media frenzy as nothing more than that – hype. They feel that sites like Facebook and Twitter are merely fads; they’re hot now, but eventually they will go the way of cassettes and parachute pants. They think that social media will simply fade into the background as soon as the “next big thing” comes around.
I disagree. Social media, with sites like Facebook, Twitter, and Youtube, is a very, very big thing. I think it’s the greatest revolution to take place since the Internet itself. Like the Internet, social media has completely transformed the way human beings communicate with each other, and it is important to realize that such drastic changes to the human condition are not fads; they are permanent. They are assimilated into the daily lives of each and every individual who encounters them.
We need to pay attention to the beat and the buzz of social media. For businesses, social media can have a huge impact on whether a business does well or poorly. As part of the Web 2.0 movement, no longer are consumers passive victims of the corporate machine; individuals are no longer willing to blindly accept whatever the companies hand to them. Furthermore, consumers are no longer anonymous figures on accounting documents. With the treasure trove of personal information available on sites like Facebook, companies can find out for themselves, in excruciating detail, exactly who their customers are. At the same time, consumers are blasting themselves as personalities to companies, not numbers. Reciprocally, consumers are more and more aware of who the corporate executives are. And if a customer feels somehow wronged by a company, his actions on social media websites can have far-reaching effects - effects spanning much further than just one person.
The good news for businesses is that they can use social media too - to quickly put out fires before they become unstoppable infernos. For example, if a certain web service stops responding, a simple Tweet can alert millions of users that the problem is being addressed and a solution is on the way. This relieves the anxiety of users and also enhances the perception of the company, that it is concerned about its users as well as its products. This dialog between company and consumer is one of the ways in which social media has so drastically altered communications – direct and even personal relationships can develop.
Never before has the consumer had so much insight into a company’s operations. Businesses are no longer fortresses of top-secret information; these days, more and more companies are adopting an open information policy. In the past, people would try to contact companies and, after being routed to numerous supervisors across multiple continents, they more than likely ended up at a wall. With open information networks branching across Twitter, Facebook, LinkedIn, Blogspot, etc, individuals are asking and are now being answered, sometimes directly by the companies’ top execs.
This is why it is important for companies to monitor how they are talked about across the Internet on various social media platforms. With still many untapped opportunities for both businesses and consumers, social media will undoubtedly continue to grow in importance, and likely at an even faster pace. Social media has easily and greatly surpassed the “fad” idea and become a valuable part of business. Once upon a time, companies were encouraged to promote a culture of seclusion. Now, they can no longer afford to be anti-social.
About the author: Jimin Zheng is currently a part-time marketing assistant intern at Centergistic Solutions in Irvine, CA. He is also a full-time undergraduate Psychology and Business Administration student at the nearby University of California, Irvine. Jimin is expecting to graduate with a Bachelor’s degree in the Spring of 2012.
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, April 11, 2011
Social Media Innovation
As most of us are aware, social media websites like Facebook and Twitter have quickly clawed their way into mainstream, becoming common household terms, even to those who have never used the Internet. These social sites are not only transforming the way people interact with each other on an everyday basis, but are also slowly redefining businesses and how businesses operate. Companies, both established and young, are eager to grasp these new types of media and utilize their special capabilities to improve business functions.
One of these young companies is a small clothing-retail chain called Metropark. Metropark has implemented a system called "Reverb," which displays Metropark-mentioning Twitter "tweets" from individuals around the world. The tweets are mapped onto a virtual globe and are open to all individuals in the store to read. Ultimately, this system not only elevates the "cool" factor, but also generates a lot of business enhancing buzz for the company. This system is a great example of an innovative way that businesses are utilizing social media.
At Centergistic, we too are constantly trying to create innovative solutions and tools for businesses. That's why our AgentView system is able to collect data on all the various forms of social media. With crucial information such as traffic, sentiments, mentions, and more, we can help you make the most out of your social media business campaigns!
To find out more, visit: http://www.centergistic.com/social_media_analytics/
One of these young companies is a small clothing-retail chain called Metropark. Metropark has implemented a system called "Reverb," which displays Metropark-mentioning Twitter "tweets" from individuals around the world. The tweets are mapped onto a virtual globe and are open to all individuals in the store to read. Ultimately, this system not only elevates the "cool" factor, but also generates a lot of business enhancing buzz for the company. This system is a great example of an innovative way that businesses are utilizing social media.
At Centergistic, we too are constantly trying to create innovative solutions and tools for businesses. That's why our AgentView system is able to collect data on all the various forms of social media. With crucial information such as traffic, sentiments, mentions, and more, we can help you make the most out of your social media business campaigns!
To find out more, visit: http://www.centergistic.com/social_media_analytics/
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.
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