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

The word "spanning" comes to mind in looking at the news and insights this past week in the Contact Center Solutions Community. Not only were there items that speak to the global impact of contact center solutions, but we spanned a broad range of important topics including omnichannel and metrics. [ Read More ]
08/30/2014

Rise in Cloud Contact Center Traffic Volume in 2014

Voxbone says it saw a 14 percent increase in call volume (in minutes) over the last six months which it points out has been validated recently by IDC Research who is predicting that spending for on-demand cloud contact centers in the U.S. alone will increase from $733.3 million in 2013 to $1.6 billion in 2018. [ Read More ]
08/29/2014

Scripts and Metrics Only Take Call Centers So Far

Performance metrics are not the end-all be-all of call center performance. Companies desperately struggle to make their call centers operate more efficiently, at lower costs, with more calls completed per hour, and with fewer return complaints. However, when reaching for those goals, some businesses fail to make their centers better overall, as if the sum of those individual parts was something more. [ Read More ]
08/28/2014

CSG Announces New Agreement with Leading Latin American Mobile Operator

A top Latin American Mobile Operator recently signed a new agreement with CSG International to support its next-generation data and analytics capabilities. [ Read More ]
08/28/2014
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!