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Author Archives: Gilles Beaulac, Co-Founder, CEO

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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Important Questions to Ask When Choosing Your Call Center Reporting Software

There are many benefits to using call center reporting software, but you’ll want to make sure you choose the right product for your needs. Here are some of the most important questions to ask why evaluating your options. Keyword(s): call … Continue reading

Posted in Performance Management, Process Improvement, Workforce Management
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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

Posted in Performance Management, Reporting
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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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Statistics: The Good, The Bad and The Ugly

The Good: Statistics are an integral part of any business. They are superb when you want to understand your market and your performance. They are invaluable when you have no way of knowing the future outcome of a given situation. … Continue reading

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Real-Time Or Historical Management

To paraphrase the words of the late Stephen Covey, the balance is in the ‘AND’ not the ‘OR’. Therefore, when it comes to real-time or historical management, both are definitely crucial for anyone in a leadership role. They each have … Continue reading

Posted in Reporting, Workforce Management
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