SlideShare ist ein Scribd-Unternehmen logo
1 von 1
Role of Smart phones and Unified Call Center Reporting

A smart phone combines the traditional phones features and advanced computing and connectivity capabilities (Source-
Wikipedia). The advanced features include email, text messaging, browsing, interactive maps and calendar functions to
name just a few business applications.

For Call center Manager, smart phone provides constant update of reporting metrics starting from an operational
Dashboard to Executive Summary every 8 hrs of shift. A reporting solution must provide reports, alerts and allow for proactive
response from the manager to be an effective and efficient reporting solution. Smartphone have the features that offer this
type of functionality to take full advantage of these features.

Reports and Alerts




An alert can take many forms above are just two ways that a manager can be alerted to the current status of the call
center. Graphics give a tremendous overview of the call center which is easy understand and react to. A spreadsheet
report could be run as a web page with drill down if the manager wanted to go to the next step. Or a simple email
notification that presents the status of the call center may be more appropriate for the manager.

Proactive Response:

Productive and efficient managers use their smartphones to proactively respond to a change in status in the call center.
Using remote log in a manager is quickly able to send a message to the group, team leader or even to an agent and
provide immediate direction and support.

The benefits of utilizing a smartphone in the call center are:
    1. Call center manager productivity is enhanced with scheduled and ad hoc reports;
    2. The manager and senior executives can remain mobile and receive alerts when thresholds and variances have
       exceeded the goals;
    3. Agents and team leader benefit from positive reinforcement messages from the manager.

Managers & Executive Management

Call center managers are very mobile and need the ability know what is going on in the call center but to also reply and
respond to changes in the status of the call center. Using a smartphone as part of Unified Call Center Reporting managers
receive on going updates from the call center, are alerted when a threshold or a variance has occurred and are able to
reply and respond quickly and effectively.

Mobiangle is a Mobile Strategy and Consulting Company. Our Customers are Companies that realizes importance of
Mobile & their product run or sell on Mobile. We will offer services and solutions to Clients in diverse set of industries which
includes mobile and telecom, media, high-tech, Retail and Financial services.

For more information, please visit our website www.integralfusion.in or contact us at below contact.

Rahul Sethi
Founder & CEO
rsethi@integralfusion.in
1-408-459-0657

Weitere ähnliche Inhalte

Andere mochten auch

Arquitectura del Computador
Arquitectura del ComputadorArquitectura del Computador
Arquitectura del Computadorluis rojas
 
Mobiangle - Corporate
Mobiangle - CorporateMobiangle - Corporate
Mobiangle - Corporatemobiangle
 
Westland Milk Products 2015 Annual Report
Westland Milk Products 2015 Annual ReportWestland Milk Products 2015 Annual Report
Westland Milk Products 2015 Annual ReportMatthew Evans
 
Nano-Clear Protects Concrete Block in Shower Stall
Nano-Clear Protects Concrete Block in Shower StallNano-Clear Protects Concrete Block in Shower Stall
Nano-Clear Protects Concrete Block in Shower StallIndustrial Solutions USA
 
Power of nutrition for the first 1000 days by jess 06082016 slideshare
Power of nutrition for the first 1000 days by jess 06082016 slidesharePower of nutrition for the first 1000 days by jess 06082016 slideshare
Power of nutrition for the first 1000 days by jess 06082016 slideshareJessWongHuiJuan1
 
Didactica en educación superior2
Didactica en educación superior2Didactica en educación superior2
Didactica en educación superior2Jesús Mendoza
 
Libro seminario-tesis-civil-2015-ii
Libro seminario-tesis-civil-2015-iiLibro seminario-tesis-civil-2015-ii
Libro seminario-tesis-civil-2015-iiestradalopezrichard
 
Generosetipostextuaisppt 130817130306-phpapp02
Generosetipostextuaisppt 130817130306-phpapp02Generosetipostextuaisppt 130817130306-phpapp02
Generosetipostextuaisppt 130817130306-phpapp02Alessandra Gomes
 
Examen físico reumatologia
Examen físico reumatologiaExamen físico reumatologia
Examen físico reumatologiadiana estacio
 

Andere mochten auch (10)

Arquitectura del Computador
Arquitectura del ComputadorArquitectura del Computador
Arquitectura del Computador
 
Mobiangle - Corporate
Mobiangle - CorporateMobiangle - Corporate
Mobiangle - Corporate
 
Westland Milk Products 2015 Annual Report
Westland Milk Products 2015 Annual ReportWestland Milk Products 2015 Annual Report
Westland Milk Products 2015 Annual Report
 
Nano-Clear Protects Concrete Block in Shower Stall
Nano-Clear Protects Concrete Block in Shower StallNano-Clear Protects Concrete Block in Shower Stall
Nano-Clear Protects Concrete Block in Shower Stall
 
Power of nutrition for the first 1000 days by jess 06082016 slideshare
Power of nutrition for the first 1000 days by jess 06082016 slidesharePower of nutrition for the first 1000 days by jess 06082016 slideshare
Power of nutrition for the first 1000 days by jess 06082016 slideshare
 
Didactica en educación superior2
Didactica en educación superior2Didactica en educación superior2
Didactica en educación superior2
 
Libro seminario-tesis-civil-2015-ii
Libro seminario-tesis-civil-2015-iiLibro seminario-tesis-civil-2015-ii
Libro seminario-tesis-civil-2015-ii
 
Nano-Clear for Maintenance Programs
Nano-Clear for Maintenance ProgramsNano-Clear for Maintenance Programs
Nano-Clear for Maintenance Programs
 
Generosetipostextuaisppt 130817130306-phpapp02
Generosetipostextuaisppt 130817130306-phpapp02Generosetipostextuaisppt 130817130306-phpapp02
Generosetipostextuaisppt 130817130306-phpapp02
 
Examen físico reumatologia
Examen físico reumatologiaExamen físico reumatologia
Examen físico reumatologia
 

Mehr von mobiangle

On Mobile - Website Strategy - Luxury Products
On Mobile - Website Strategy - Luxury ProductsOn Mobile - Website Strategy - Luxury Products
On Mobile - Website Strategy - Luxury Productsmobiangle
 
SaaS, MaaS, Cloud Capability
SaaS, MaaS, Cloud CapabilitySaaS, MaaS, Cloud Capability
SaaS, MaaS, Cloud Capabilitymobiangle
 
Tier2 Technical Contracting
Tier2  Technical ContractingTier2  Technical Contracting
Tier2 Technical Contractingmobiangle
 
Research - Mobility Solution Testing
Research - Mobility Solution TestingResearch - Mobility Solution Testing
Research - Mobility Solution Testingmobiangle
 
Technical Competency
Technical CompetencyTechnical Competency
Technical Competencymobiangle
 
Research - Enterprise Mobility
Research - Enterprise MobilityResearch - Enterprise Mobility
Research - Enterprise Mobilitymobiangle
 
Research - Android Apps
Research - Android AppsResearch - Android Apps
Research - Android Appsmobiangle
 

Mehr von mobiangle (8)

On Mobile - Website Strategy - Luxury Products
On Mobile - Website Strategy - Luxury ProductsOn Mobile - Website Strategy - Luxury Products
On Mobile - Website Strategy - Luxury Products
 
SaaS, MaaS, Cloud Capability
SaaS, MaaS, Cloud CapabilitySaaS, MaaS, Cloud Capability
SaaS, MaaS, Cloud Capability
 
Tier2 Technical Contracting
Tier2  Technical ContractingTier2  Technical Contracting
Tier2 Technical Contracting
 
Research - Mobility Solution Testing
Research - Mobility Solution TestingResearch - Mobility Solution Testing
Research - Mobility Solution Testing
 
Technical Competency
Technical CompetencyTechnical Competency
Technical Competency
 
Fact Sheet
Fact SheetFact Sheet
Fact Sheet
 
Research - Enterprise Mobility
Research - Enterprise MobilityResearch - Enterprise Mobility
Research - Enterprise Mobility
 
Research - Android Apps
Research - Android AppsResearch - Android Apps
Research - Android Apps
 

On Mobile - Contact Center Reporting

  • 1. Role of Smart phones and Unified Call Center Reporting A smart phone combines the traditional phones features and advanced computing and connectivity capabilities (Source- Wikipedia). The advanced features include email, text messaging, browsing, interactive maps and calendar functions to name just a few business applications. For Call center Manager, smart phone provides constant update of reporting metrics starting from an operational Dashboard to Executive Summary every 8 hrs of shift. A reporting solution must provide reports, alerts and allow for proactive response from the manager to be an effective and efficient reporting solution. Smartphone have the features that offer this type of functionality to take full advantage of these features. Reports and Alerts An alert can take many forms above are just two ways that a manager can be alerted to the current status of the call center. Graphics give a tremendous overview of the call center which is easy understand and react to. A spreadsheet report could be run as a web page with drill down if the manager wanted to go to the next step. Or a simple email notification that presents the status of the call center may be more appropriate for the manager. Proactive Response: Productive and efficient managers use their smartphones to proactively respond to a change in status in the call center. Using remote log in a manager is quickly able to send a message to the group, team leader or even to an agent and provide immediate direction and support. The benefits of utilizing a smartphone in the call center are: 1. Call center manager productivity is enhanced with scheduled and ad hoc reports; 2. The manager and senior executives can remain mobile and receive alerts when thresholds and variances have exceeded the goals; 3. Agents and team leader benefit from positive reinforcement messages from the manager. Managers & Executive Management Call center managers are very mobile and need the ability know what is going on in the call center but to also reply and respond to changes in the status of the call center. Using a smartphone as part of Unified Call Center Reporting managers receive on going updates from the call center, are alerted when a threshold or a variance has occurred and are able to reply and respond quickly and effectively. Mobiangle is a Mobile Strategy and Consulting Company. Our Customers are Companies that realizes importance of Mobile & their product run or sell on Mobile. We will offer services and solutions to Clients in diverse set of industries which includes mobile and telecom, media, high-tech, Retail and Financial services. For more information, please visit our website www.integralfusion.in or contact us at below contact. Rahul Sethi Founder & CEO rsethi@integralfusion.in 1-408-459-0657