Call Center Solutions Featured Article

Web-Based Call Center Tool from Inova to Aid Managers' Analyses

August 25, 2008

A Charlottesville, Virginia-based communications solutions company is reporting today that it’s created a Web-based tool that will allow call center managers to retrieve comparative statistical information immediately.
 
Officials from Inova Solutions say their “Performance Tracker 2.0” will gather data from workforce management systems, internal databases and ACD’s and produce charts, gauges and grids that will help call centers reach their daily goals.
 
The company’s president and chief executive officer, Tom Hubbard, said call center workers are more productive when managers set threshold values for data fields.
 
“When call center management knows how actual performance relates to company goals, they can take proactive measures to ensure improved future performance,” Hubbard said.
 
Performance Tracker is accessible by the Internet, compatible with most contact center data sources and based on Microsoft’s (News - Alert) “SharePoint” platform, Inova Solutions officials say. The solution is offers dashboard views tailored for various business roles that may be configured to display a contact center’s metrics, real-time or historical, company officials say.
 
According to one new study, products such as Inova’s new Web-based tool have become more and more desirable as companies grow and must outsource communications to contact centers.
 
TMCnet Contributing Editor Susan J. Campbell says that to help control the cost of supporting customers around the world, many of these companies are turning to self-service options that allow consumers to gather information at any time and from any location.
 
“Such flexibility lends to the trend for more mobility among consumers and business professionals, improving the overall customer experience,” Campbell writes, citing new research by Forrester (News - Alert) that says contact centers in 2008 are leaning toward an increased emphasis on self-service and applications that provide greater insight into the customer experience.
 
“Much of this move has been driven by consumer demand, as well as the drive of the company to differentiate itself in the marketplace,” Campbell writes.
 
According to Hubbard, the new solution from Inova is designed to arm call center managers with a layer of analysis that goes deeper than mere statistical reporting.
 
“When faced with vast amounts of data, true analysis becomes very difficult without the help of actionable alerts,” Hubbard said. “Performance Tracker greatly simplifies the complexities of call center management by allowing managers to quickly analyze operational metrics and make informed decisions.”
 
Performance Tracker includes: unified dashboard views of multiple data sources that integrate real-time and historical information; actionable alerts that identify potential problems according to the company’s business rules and thresholds; high-level business and operational metrics with drill-down capabilities; graphic representations of KPIs with charts, grids and gauges; and a wizard-driven tool that makes dashboards easy to create, view and edit.
 
Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. Today’s featured white paper is The Compelling ROI Benefits of Contact Center Quality and Performance Management Technologies, brought to you by Voice Print International (News - Alert).

Michael Dinan is a contributing editor for TMCnet, covering news in the IP communications, call center and customer relationship management industries. To read more of Michael´┐Żs articles, please visit his columnist page.

Edited by Michael Dinan

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