A Dashboard! My Call Center Kingdom For A Dashboard!

摘要

I love dashboards. Not the kind you have in your car, although I like those, too. I mean the kind that come with certain contact center software solutions, so you can see graphically where you are: calls in queue, how long the next customer in queue has been waiting, queue imbalances, agents online, agent call times, number of sales made. The first thing I ask many call center solutions providers, with child-like eagerness is, "Do you have dashboards?" (I promise, even if you don't, I still pay attention at your briefings.)