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.
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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.
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