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Spectrum Corporation June 2011
Managing your call center reporting solution
Reaching and exceeding your call center targets can be achieved. Maintaining this status year
after year is not easy to do. Successful managers are able to do this by managing the data they
receive on their real time reports.
Unified Contact Center Reporting summarizes critical data from multiple data sources (this is
also known as a mash up report) and presents that data to the manager. The manager acts upon
that data because the information and alerts are proactive and real time. However, the successfulmanager takes this process one step further and performs an annual assessment of the data that
she sees on her reports.
The successful managers have:
• Created a baseline on how the agents and groups have been performing. This baseline can
be used 6 months or a year later to gauge performance improvements;
• Trend the data for 6 months to a year and determined if the goals are properly set and if
they need to be reset. It is advisable to set goals that are realistic and obtainable through
hard work. So if the goal is to improve by 50% doing this in two stages makes the goal
more realistic and obtainable;
• Seen that the team is performing quite well in some areas but now needs to improve in
other areas.
o After a year of work the manager has been able to reduce the AHT and now can
focus on adherence.
o The successful manager can remove the AHT from the wallboards and web
reports and add the data from WFM to work on agent adherence.
• A plan to expand the reporting to solution.
o What data they need to capture next;
o How the data is administered to be displayed correctly;
o Have a goal on how the data will improve the call center.
The most important element that a successful manager has in place is the implementation and
improvement plan for the call center data. This is a plan to properly implement and use thesolution.
Manage your wallboard data with a plan on how it can be used to help your call center succeed.
Starting slow and building up the solution is an effective way to ensure the solution is being used
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properly. Finally have goals and review the actual performance against these goals to determine
how well the solution is working for your call center.
Spectrum is a leading provider of Unified Contact Center Reporting. Contact Spectrum today to
learn more about managing your call center reporting solution.
Dan Boehm
VP Sales and Marketing
+1 713 986 8839
