Call Center Management Forum

It is safe to say that Call Centers live and die by the kind of reporting and management tools they have access to. Without these tools, running a Call Center is like flying a plane without the instrument panel. Not only does the Call Center manager need access to real time data but she also needs the ability to produce reports from historical data. We at 3CLogic (http://www.3clogic.com) give Call Center managers two distinct views into how her Call Center is functioning. We have a dashboard that is similar to a car's dashboard that gives a 360 degree view of how the Call Center is functioning in real time. It displays how many agents are logged in, how many agents are on active calls, how many agents are in the process of finalizing or disposing off the call, agents' performance against key performance metrics such as number of sales, number of live connects to name a few. Additionally, the Call Center manager has access to all the historical data from which she can generate any kind of reports that she needs to present to her management. Both the dashboard and the historical data can be viewed and formatted for presentation with a matter of few clicks. Check out http://www.3clogic.com/screen_shot.html#images/R2.png to see screen shots of such reporting tools.