These days, every call center produces a huge amount of management information from its systems. This management information includes business targets, new customers acquired, sales achieved and so on. A contact center performance management process clearly documents all this information and makes it available to users as and when they need.
Startel Corporation is a company that offers unified business communications and Startel Contact Management Center (CMC) has introduced four new reports to be used in contact centers performance management processes.
These new reports include Agent Login Rotation Report, Agent Summary Report, Call Period Summary Report, and Service Level Report. These reports help users manage inbound and outbound media, the company has stated.
Startel’s Windows-based Call Management Center allows users to make use of state of the art scripting features to better manage call center performances. It is available in Message and IntelliForm environment and offers support for both. It makes use of Intelligent Form Routing and mathematical formulas to provide improved call center management processes.
“These new reports demonstrate Startel’s continued commitment to delivering solutions and capabilities that produce measurable results to our users," said Bill Lane, president and CEO of Startel. "With these new reports, we are able to provide our users with more insight into the performance of their workforce and business than ever before.”
Recently, Endicott, a provider of telephone services, selected Startel to install the company's enterprise communications software solution at various sites. Endicott was looking for an ideal solution that could help the company in better managing its communications system. With this selection of Startel, Endicott is looking to achieve operational benefits such as enhanced efficiency and improved control on its functions. According to Endicott, the company was impressed by Startel’s ability to create its products for future use.
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