Contact Center Solutions Featured Article

C3/CustomerContactChannels' New Apps Deliver Real-Time Views of Key Performance Metrics

February 20, 2013

C3 (News - Alert)/CustomerContactChannels, a provider of customer management solutions, has released two new apps for real time monitoring of productivity and metrics.

The apps are the products from the C3 Labs team.

The C3 Analytics app provides updates on all key performance metrics delivered straight to managers' smartphones in real time, so clients get the flexibility of monitoring the operations from virtually anywhere. The app is available for both iPhone and Android (News - Alert) devices. It has the ability to present data by client, by enterprise, line of business or site.

The second app, C3 Pulse, adds another layer of data to the analytics platform. It provides a visual representation of the call center floor, allowing managers to drill down to an individual seat/agent to view performance or view the center as a whole.  

The color-coded interface displays important metrics such as average handle time, customer satisfaction, and service level which can help leaders spot the effects of environment on performance and make real-time decisions to improve it.

C3/CustomerContactChannels specializes in delivering contact center services such as sales, service, performance optimization, reputation management and complete customer interaction management via traditional, Web, and emerging communication channels.

According to Rick Ferry, C3 president and COO, the C3 Pulse (News - Alert) was developed as a means of monitoring technology trends in the company’s centers, but the company quickly realized that it can be applied it to the operations as a whole. 

C3 Pulse can be customized for client centers as well. The system receives a standard feed of data that is agnostic to the underlying source system.

"The C3 Labs team is always seeking ways to make our operations better and more efficient,” Ferry added. “This type of innovation is one of C3's key differentiators and we are very excited about both of these apps and their effect on our clients and their overall satisfaction with us."

By opening C3 Pulse to operational audience, teams no longer depend on static reports, says Ken Condren, C3's vice president of technology.

"The ability to easily spot trends that are not accessible in traditional analytics reports delivers key levers for managers to adjust as needed to further enhance performance for our clients and their customers," Condren added.

C3/CustomerContactChannels was recently engaged in a charity act by donating time and money to HANDY, a charity in Broward County founded in 1985 whose mission is to embrace, educate and empower vulnerable youth to become engaged, productive adults.




Edited by Braden Becker

Article comments powered by Disqus

Related Contact Center Solutions Articles

Contact Center Solutions Week in Review: Interactive Intelligence, BT and Accenture

The future is now, or at least it is coming at us fast in the Contact Center Solutions Community, and there are two great ways to be part of the industry buzz as to what is unlikely to unfold in 2015. The first is to attend ITEXPO East, January 27-30, 2014 at the Miami Beach Convention center. This is a great opportunity to be warm and more to the point, hear, see and discuss contact center issues in person with peers and subject matter experts. [ Read More ]
01/17/2015

Customer Experience: The Last True Differentiator

In Ernst & Young's Global Consumer Banking Survey 2014, customers chose "the way I am treated" as the second most important reason for trusting their banking provider, just behind the understandably important "financial stability" of their bank. Customer experience was also cited as the most common reason for opening and closing accounts, more important than fees, rates, locations or convenience. Approximately 40 percent of customers planned to open or close an account in 2014. This means banks … [ Read More ]
01/16/2015

Digital Is Driving Businesses to Offer Personal and Intuitive Customer Experiences says Accenture Report

The preoccupation with improving the customer experience (CX) by C-levels around the world has been a trend for several years. In fact, the fastest growing C-level position is Customer Experience Management Officer (CEMO) or some variation on the title. And, as CX becomes ever more important as the means to provide differentiated value, delighting existing customers and for obtaining and keeping new ones, the preoccupation will not only grow more intense in 2015, but so will the investments in t… [ Read More ]
01/16/2015

BT Launches New Personalized Video Message Service

When it comes to contact center out-reach there are two trends that everyone needs to literally and figuratively keep an eye on in 2015. They are "personalization" and "video." And, while the first may seem obvious since the goal of marketers is to make customers and prospects feel appreciated with tailored messages uniquely for them, the use of video on the outbound side of things is after many years becoming something more than a novelty. [ Read More ]
01/15/2015
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!