Managing a call center requires being constantly dialled into the latest metrics and KPIs so you can reduce handling times, increase productivity, and meet service level agreements. Your call center is committed to delivering the highest level of service to your customers, which is why you need to be able to meticulously monitor your performance.
Events in a call center happen in real time and you need to be ready act in real time. A call center dashboard increases the visibility of real time, business-critical metrics providing you with the information needed to respond to challenges before they become crises.
The operational performance of your call center is dependent on any number of factors and new challenges can and do arise on a minute-by-minute basis. A call center dashboard helps you tackle these problems by providing a real time view of the metrics and numbers affecting your performance.
Managing your call center's performance depends on having the right data at your fingertips so you can meet your service level agreements. With a call center dashboard, these priorities are front and center, and available for everyone in your call center to see (and act upon).
When you have a question about your performance, you want to get answers quick. Is your performance affected by abnormally high call volume, or some other issue? A call center dashboard is about providing you with the data you need when you need it most.
With a call center dashboard, you can display KPIs and real time data to agents on the floor using a bigboard LCD monitor, keep your managers in the loop using tablets and smartphones, and provide executives with desktop access using a web browser.