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Author Archives: Gilles Beaulac, Co-Founder, CEO

Top 6 Signs You Need to Upgrade to A Cloud-Based Call Center

Even if you are currently running a thriving call center, chances are you have heard of the urgency and importance of integrating a cloud-based software to it. Before we dive into the benefits this new technology could bring to your … Continue reading

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5 Top Call Center Reporting Practices

Most companies in the world today share the same goals. For all good reasons, company leaders understand the need to align their goals with the reporting strategy adopted by the organization. However, the task of communicating these strategies to the … Continue reading

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Top Trends in Business Intelligence

What is Business Intelligence? Business Intelligence is a general term for a variety of tools that improve decision-making for companies and their management teams. Business intelligence (BI) involves a combination of business analytics, sophisticated data processing, data visualization, data tools, … Continue reading

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Top 10 Metrics to Calculate Call Center Agent Productivity

At the heart of any successful customer experience is an efficient and well-trained call center agent, which answers incoming calls timely, route them to the appropriate department or person, and otherwise enable an effective and quick solution to clients and … Continue reading

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5 Tips to Improve Your Call Center Reporting

Contact center systems provide tremendous amounts of data about the agent’s performance, the call’s flow, and the caller’s experience. However, it’s often difficult to sift the mountains of data into just the key metrics that we need. So contact centers … Continue reading

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10 Questions to Ask When Choosing Your Call Center Software

Updated May 2020. Setting up a call center is not always straightforward. There is a vast selection of call center reporting software, including hosted or cloud call center solutions and premises-based solutions, and you will need to do a little … Continue reading

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5 Benefits of Using a Call Center Reporting Software

Updated January 2020. Keeping a standard for your call center is never too easy. You need to manage things properly to maintain them because managing a call center is crucial to reach out to your targeted audience. If you are … Continue reading

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Call Center Reports: Our Reporting Requirements

Any good manager knows that it does not take hundreds of reports to run his business. But it does take the right ones. And these key reports need to evolve with the company. Fundamentally, there are 2 kinds of reports … Continue reading

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So you think your performance management reports measure up?

Most of us are satisfied with the performance reports that we are using. Our operations are running relatively smooth. We achieve our goals month after month and year after year. We even manage to improve quality and productivity. Our employees … Continue reading

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How to improve productivity and quality and maintain a positive environment?

It seems most leaders have struggled with these goals many times in their careers. Employees hear “decrease quality” when they hear the boss ask for increased productivity. Many leaders asking for better quality are afraid to decrease productivity. I have … Continue reading

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