Hostcomm has released its new and improved wallboard service.
The wallboard is an optional add-on for the company’s hosted VoIP telephony service and hosted dialler service.
The web-based wallboard is available from any web browser – allowing managers to see key performance metrics in real time, wherever they are working from.
The service reports on several key metrics, including average agent wait time, call wait time, average talk time, total number of sales, and sales per agent. In addition, a workflow statistic helps contact centre managers quantify follow-up actions such as dispatching paperwork.
Contact centre managers can also customise the way in which these metrics are presented – without waiting for an IT department to help.
Custom reports also make it possible to compare metrics head-to-head, or view results on a campaign, team, or agent level. This helps users delve deeper into their data for a more complete assessment of performance.
Chris Key
“We know how important it is for our customers to constantly improve campaign performance, and that depends on up-to-date monitoring,” said Chris Key, Director at Hostcomm. “With our web-based wallboard, contact centre managers can get a live feed of the most important metrics, presented in a clean, uncluttered interface. It’s easier to find the information you’re looking for, and that makes it easier to take the appropriate action in response.”
“When there are things you can do to improve performance and profitability, you want to start doing them as soon as you can,” he continued. “Customised views make it easy to clear away the clutter of metrics you’re not currently using and stay focused on actionable information.”
For more information about Hostcomm, visit their website.
Author: Megan Jones
Published On: 18th Mar 2015 - Last modified: 22nd Mar 2017
Read more about - Archived Content, Hostcomm
