Today's contact centers have a hierarchical set of needs: responsiveness, performance measurement, customer satisfaction, management effectiveness and customer loyalty. These needs define the tactical goals and strategic objectives of contact centers as they grow. In order to answer questions about the business performance of a contact center, reliable statistical information is required: information on agent productivity, information on system performance and information on the performance of the contact center as a whole.
Detailed data is required to perform real-time productivity management and to cost justify new applications. The Performance Measurement Phase establishes the ability to gather and analyze real time and historical data. Real-time data will help a contact center adjust to current conditions; historical data will allow a contact center to analyze its performance over a period of time and to plan for future operations NEC America's products, including both PBX systems and Key Systems, address the design and deployment of next-generation customer contact centers throughout their phases of evolution. control that enables the development of advanced contact center applications such as screen pops, advanced routing, and customer callback.
