Call Center Services Featured Article
C3/CustomerContactChannels' New Apps Deliver Real-Time Views of Key Performance Metrics
The apps are the products from the C3 Labs team.
The C3 Analytics app provides updates on all key performance metrics delivered straight to managers' smartphones in real time, so clients get the flexibility of monitoring the operations from virtually anywhere. The app is available for both iPhone and Android (News - Alert) devices. It has the ability to present data by client, by enterprise, line of business or site.
The second app, C3 Pulse, adds another layer of data to the analytics platform. It provides a visual representation of the call center floor, allowing managers to drill down to an individual seat/agent to view performance or view the center as a whole.
The color-coded interface displays important metrics such as average handle time, customer satisfaction, and service level which can help leaders spot the effects of environment on performance and make real-time decisions to improve it.
C3/CustomerContactChannels specializes in delivering contact center services such as sales, service, performance optimization, reputation management and complete customer interaction management via traditional, Web, and emerging communication channels.
According to Rick Ferry, C3 president and COO, the C3 Pulse (News - Alert) was developed as a means of monitoring technology trends in the company’s centers, but the company quickly realized that it can be applied it to the operations as a whole.
C3 Pulse can be customized for client centers as well. The system receives a standard feed of data that is agnostic to the underlying source system.
"The C3 Labs team is always seeking ways to make our operations better and more efficient,” Ferry added. “This type of innovation is one of C3's key differentiators and we are very excited about both of these apps and their effect on our clients and their overall satisfaction with us."
By opening C3 Pulse to operational audience, teams no longer depend on static reports, says Ken Condren, C3's vice president of technology.
"The ability to easily spot trends that are not accessible in traditional analytics reports delivers key levers for managers to adjust as needed to further enhance performance for our clients and their customers," Condren added.
C3/CustomerContactChannels was recently engaged in a charity act by donating time and money to HANDY, a charity in Broward County founded in 1985 whose mission is to embrace, educate and empower vulnerable youth to become engaged, productive adults.
Edited by Braden Becker