So many statistics, so little time! Most call center professionals are overwhelmed by the vast array of statistics and numbers available today related to call center performance and are looking for ways to wade through the numbers in a meaningful way. In this podcast, you'll hear some best practices for identifying what numbers each call center stakeholder -- from frontline agent, to call center supervisor, to senior executive -- need to see. In this podcast, we talk about who needs access to what statistics and ways to provide those to each person in a way that provides useful, actionable information. Hear about ways to provide practical dashboard information as well as how to drill down to the details to get information needed to impact individual and call center performance.
Featuring Tom Sullivan, Product Manager for Calabrio agent and supervisor desktop applications, and has a tremendous amount of background and experience in contact center management, including real-time and historical performance metrics, reporting and dashboards.