Category Archives: Reporting

4 Tips to Boost Employee Morale at a Contact Center

A contact center workforce thrives on motivation. The working environment of a call or contact center is significantly different from a traditional office environment. Since they are confined to cubicles with stringent break and lunch schedules, it is important to … Continue reading

Share the joy
  •  
  •  
  •  
  •  
  •  
Posted in Reporting
Leave a comment

Top 3 Signs Your Business Needs a Cloud Based System

As a business manager, it is your responsibility to make advanced resources available to your company in order to improve capacity and efficiency of your workforce. With growing advancements in technology, buying simple computer hardware or installing a general purpose … Continue reading

Share the joy
  •  
  •  
  •  
  •  
  •  
Posted in Reporting
Leave a comment

Does Your Business Need The Reporting Engine?

Every business owner needs a business intelligence system to easily view, assess, and understand the information relevant to the past, current, and future performance. The broad functional capacity of the program can measure processes, methods, and systems to identify issues … Continue reading

Share the joy
  •  
  •  
  •  
  •  
  •  
Posted in Reporting
Leave a comment

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 … Continue reading

Share the joy
  •  
  •  
  •  
  •  
  •  
Posted in Performance Management, Reporting
Leave a comment

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

Share the joy
  •  
  •  
  •  
  •  
  •  
Posted in Performance Management, Reporting
1 Comment

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

Share the joy
  •  
  •  
  •  
  •  
  •  
Posted in Performance Management, Reporting
Leave a comment

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

Share the joy
  •  
  •  
  •  
  •  
  •  
Posted in Reporting, Workforce Management
Leave a comment

Call Center Service Level: Choosing the Right Goal

Managing call centers is a constant balancing act. You know how it is. The delicate balance between customer satisfaction, employee satisfaction and shareholder satisfaction is an on-going struggle. Some companies have gone as far as determining that putting their people … Continue reading

Share the joy
  •  
  •  
  •  
  •  
  •  
Posted in Customer Service, Process Improvement, Reporting, Workforce Management
Leave a comment

Necessity Is The Mother Of Invention

“When you don’t know where you are going, any road will take you there.” Charles Lutwidge Dodgson   Most of you have some kind of reporting tool, some tools even work relatively well, but the odds are you are all … Continue reading

Share the joy
  •  
  •  
  •  
  •  
  •  
Posted in Customer Service, Performance Management, Process Improvement, Reporting, Workforce Management
Leave a comment