In an article by Jay Minnucci in Contact Center Pipeline, he writes “Like people, contact centers deal with two sides of a brain that will often lead to conflicting conclusions. The right brain is the creative, people-oriented side…The left side of the contact center brain is the analytical engine, craving data, analysis and process as the answers to our many difficult questions.”  Running a contact center requires balance between these two opposing factions.  Budget versus features, complex analytics versus ease of use, rigorous integration or ease of implementation?  A contact center manager must have the ability to determine the trade off between these seemingly conflicting topics.

But do you really need to short change one side for the other?  The bottom line is that well-balanced contact centers need to complement everything else a company does to build strong customer relationships.

Measure your contact center management tool against these 5 key considerations:

• Do you suffer from data overload? The data is all there, but can you manage it?  You should have a standard toolbox of critical reports, plus the ability to easily drill into the data and customize the reports without extensive training.
• Can everyone change and customize their own dashboard? When faced with critical decisions brought on by extraordinary call volumes, wait times and agent capabilities, how easily accessible are your key metrics?
• How critical is the demanding and complex task of constantly monitoring and managing skills-based routing? Why spend time with complicated spreadsheets when often your basic ACD groups will suffice?
• Do your licensing costs prevent you from being able to continuously enhance your contact center? Your agent licenses should allow you to invest your contact center budget into other performance enhancing applications.
• Keep your implementation simple!! Can your system interrogate the voice platform and auto populate queues, ACD groups and ACD Agent IDs?  Implementation should never involve costly, manual configuration tasks!

OnTraQ, Impact Technologies’ advanced call center analytics solution, offers businesses the perfect tool to keep your call center performance balanced and on target. It enhances your company’s ability to answer calls in a timely manner, giving each supervisor and manager personalized visibility and insight into the key metrics via customizable live views, dashboards and historical reporting. OnTraQ allows you to easily and tightly align its metrics to your unique operational needs.

Staying on top of key metrics empowers your organization to take proactive steps to address developing situations. They can quickly identify asymmetrical events, determine their root cause and be better prepared for them in the future. 

Impact Technologies is all about “making the complex simple.” Our solutions are designed to provide straightforward methods of resolving such multi-tiered challenges as optimizing voice networks, maximizing contact center performance, elevating safety and security and streamlining operations. We are committed to the creative and intelligent application of technology to advance the efficiencies and business practices of our clients and provide a significant, positive IMPACT on our customers' goals. This results in Impact Technologies' solutions being among the market’s easiest to implement, use and maintain, offering the lowest possible TCO and highest potential ROI.

Empower your business and IMPACT your bottom line with OnTraQ from Impact Technologies! To learn more, get our OnTraQ brochure here.