Inova Solutions today launched Performance Tracker 2.0, a new Web-based tool for contact centers that consolidates historical and real-time data from different sources to enable rapid response to changing conditions. Since the tool is Web-based, executives, supervisors, managers, and other users can use it from any place with Web access.
Performance Tracker was built on the popular Microsoft SharePoint platform, which integrates business intelligence (BI) capabilities such as dashboards, scorecards, key performance indicators (KPIs), and other business data connectivity technologies such as Microsoft's own "Web Parts," which visualize information stored in back-end programs. The application provides graphical representation of KPIs, chats, grids, and gauges, which individual users or central administrators can customize for preferred designs, says Will Harvie, product manager at Charlottesville, Va.-based Inova Solutions. Performance Tracker also offers a unified dashboard view of multiple sites and data sources, integrating historical and real-time information.
Harvie adds that by combining real-time and historical information from different sources, such as automatic call distributors, workforce management systems, and internal databases, management can continuously improve various KPIs. As an example, Harvie describes how a contact center manager can use historical information -- such as, say, "Monday call volumes" -- and real-time information -- such as "available agents" -- to set up more-efficient call-routing on a daily basis and thus improve service levels. The application's metrics and representations also help managers get a better feel of costs per contact, enabling them to plan better cost-reduction strategies, according to Harvie.
For customization, Performance Tracker relies on what Harvie calls "easy-to-use" wizards. Once properly configured, the dashboards enable managers and supervisors to spend less time creating reports and more time with agents in order to improve their performance levels, Harvie says.
The application presents high-level business and operational metrics with drill-down capabilities -- a feature, Harvie says, driven by customer demand, particularly in the aftermath of the wave of mergers and acquisitions in the contact center industry. "Many enterprises have multiple contact centers. You can look at enterprise-level data and you can dig down to a contact center level, a team level, even down to the individual agent himself. You can also look into any items that look suspicious. You can drill down into more detail as to what is comprising the data." The drill-downs, he adds, can also be customized to view performance not only by team, but by role within the team, by business line, or by a host of other different parameters.
Scouting Report: Productivity and Workforce Management
WFM solutions typically pay for themselves in under a year -- can you afford not to have one?
Scouting Report: Monitoring the Quality Monitors
What you need to know about quality management and liability recording solutions.
Workforce Management Expands, But Fails to Satisfy All
Growth may not equal success: One study finds more than one-third of businesses using WFM in the contact center are not satisfied with the WFM process or with the available software.
Verint Makes a Speedy Impact
The company's acquired Witness arm launches its latest workforce optimization suite, Impact 360, stressing analytics prowess and integration.
Feature: Checking the Pulse of the Contact Center
Contact center performance management provides a holistic view of agent performance; use that data to spur desirable behaviors that will help reps beat center and corporate goals.
Feature: Intensive Care
Learn these WFM lessons to breed the best contact center forecasting, scheduling, and managing efforts
Defining the High-Performance Contact Center
A new report identifies the key factors in contact center success, and they require looking beyond the benchmarks.
Doubling Down on Quality Management
A new report says the market for quality management/liability recording suites -- essentially workforce optimization -- more than doubled in 2006.
Workforce Management Grows Up
A new study shows that WFM and WFO technologies have come a long way, and will go even farther in smaller contact centers with software-as-a-service.
CCPM Market Is Poised For Progress
Market penetration has been slow, but the benefits of contact center performance management applications to the contact center and other enterprise departments are expected to help spur growth.
Untying Contact Center Supervisors
Roughly two months after Spanlink acquired workforce management specialist Calabrio, Spanlink unveils its Mobile Supervisor Workstation product, arming contact center supervisors with a tool to monitor and manage agents without having to be in front of a desktop.
Calabrio Joins the Enterprise 2.0 World
The provider of workforce optimization solutions is seeking to provide a unified framework so contact center workers can achieve results faster and more efficiently.
Spanlink Acquires Calabrio
The VoIP solutions provider gains the established multisite, multichannel, and multilingual functionality of Calabrio, and a customer base spanning Africa, Europe, and South America.
A contact center outsourcing company had its own workforce management forecasting tool for more than 20 years before finding a workforce scheduling tool that was more intuitive, easy to use, and fit its needs, from a company called Calabrio.
Viewpoint: Leveraging Workforce Optimization for Contact Center Success
Rethink long-established contact center practices and roles.