Provide your Contact Centre Staff with all the information they need – instantly.

A Contact Centre not only handles telephone calls but may also deal with emails, and online communications such as instant messaging. Also, Contact data will often be logged into a database to track the contact’s details, what actions need to be taken, and when.

Staff may be required to provide information to their clients and to report on what actions have been taken or those that are planned.

The current and overall Service Levels are an important measure of the performance of the Contact Centre and keeping track of these is key to ensuring the right levels are maintained.

All of the information referred to above can be collected by Quickcom, and its partner product Dashboard, and presented to the staff on a traditional LED Wallboard (FlexVIEW) , Plasma or LCD/TFT screens or even to their desktop PC.

By displaying this in formation in real time, your staff will be able to accurately monitor, predict and respond to, any areas of concern such as;

• Is the call queue too long?
• Are we getting too many Abandoned calls?
• Do we have enough Agents available to deal with the traffic levels we are experiencing?
• Have we logged any calls that are about to exceed their SLA?
• Is our overall SLA acceptable?

Using Quickcom together with Dashboard, the system can not only display the information you need to see, but it can also raise alarms when things are getting out of hand. For instance if the calls waiting queue starts to build, then it can ensure this fact is made obvious to your staff by changing the colour of the displayed text. When the queue gets longer it can then start to flash the text and, if matters get even worse, audible alarms (such as a short beep) can be triggered to draw attention to the situation.