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Favorite reports: Queue Group Performance by Queue: these are important statistics for the Call Center Manager.
How do you use the reports? For example, which statistics are most important to your business? Call information and billing information
Favorite real-time monitor: Agent State by Time
How does this monitor help you to measure performance? We use it to constantly monitor incoming and waiting calls to schedule agents and plan staffing (and ensure better service).
Company profile
“Rideau is the leading source for managed solutions for service awards, performance awards, corporate merchandise, and customer loyalty programs. Rideau offers branded online solutions backed by exciting product merchandising and state-of-the-art product fulfillment. We’re Rideau, since 1912.
Rideau offers a complete suite of traditional and web-based recognition and incentive programs that can scale to any customer size - from 50 to 150,000 employees. We are a vertically integrated company, providing high performance, end-to-end solutions-from program conceptualization, design and branding through to manufacturing, product merchandising, data management and global 24-hour distribution.”
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Software benefits
The benefits to using the Contact Center Solutions software include
¨ More statistics available to Call Center Manager
¨ Better real-time monitoring
¨ Web chat and email offer more service options to our clients
¨ Contact Center Management Admin Tool makes it easy for the system administrator to manage the agents and the queues. It was a little tricky to learn but once you know the system, it's powerful and quick to use.
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The quality of prairieFyre service
The salesman made big promises to us (and we had a lot of demands). prairieFyre did their best to accommodate all of our requests.
The technical staff assisted us during all upgrades and installations and was of great help. ... They were extremely helpful in answering questions and configuration problems we had.
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