Our company had some major issues to deal with in our call center revolving around access to performance metrics when supervisors were away from their desks. Supervisors often have to participate in meetings or training seminars and for periods of time were not on top of their teams’ performance, or issues that arise throughout the day. With Softcom Analytics Wallboard and Mobile solutions, we were able to meet these challenges. We built a universal display showing our real time stats, which are now available at managers’ desktops but also on strategically placed wallboards so agents are aware of current status. Mobile access allows us to see how we are doing from our wi-fi enabled tablets, or cell phones, and even while traveling and we can receive alerts whenever our targets are not being met. Now we all have access to the important information necessary, regardless of our location.
