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Favorite report: Team Performance by Agent
How do you use the reports? We use the reports to maintain acceptable service levels to our dealers and to gauge agent performance.
Favorite real-time monitor: Agent State by Time
How does this monitor help you to measure performance? One glance at this monitor tells you how your call center and agents are performing to the incoming demand. It allows you to make immediate adjustments to phone staff and assignments.
Which application or application area do you find most useful? The Contact Center Client real-time views
How does this application or application area save you time or improve service levels? I can react to what's happening "now" instead of waiting for customers to complain about long wait times, etc.
Company profile
“U.S. Oil Co., Inc. is a family-owned business which began in the 1920's and is primarily a marketer of petroleum products and a wholesale distributor of automotive parts and tires, and HVAC Equipment and supplies. Our roots are in terminal operations and the distribution of petroleum products such as gasoline and diesel fuel. Over the years we have diversified interests as you will see as you click your way through our website.
“U.S. Tire & Exhaust® is an innovative division of U.S. Oil Co., Inc. that develops opportunities as a distributor and manufacturer of automotive related parts and service. Established in 1958, U.S. Tire & Exhaust® has served the automotive aftermarket for over 45 years. Corporate offices and the main distribution center are located in Combined Locks, Wisconsin. This facility houses over 150,000 square feet of warehouse space, administrative offices, and the Customer Service Center where approximately 30 highly-skilled associates serve over 6000 customers. In addition, U.S. Tire & Exhaust® operates six regional warehouses in the Midwest with another 170,000 square feet and a large fleet of delivery trucks, all designed to provide you with the best products and services available.”
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Software benefits
“prairieFyre allows us to proactively monitor and control every aspect of our call center. Solutions like ‘multimedia routing’ have allowed us to leverage our existing staff while increasing offerings to our customers in terms of communication channels. Automated report generation has allowed our managers to focus more time on serving our customers instead of manipulating data. The 6110/6115 server allows our managers to see and control every agent in the call center from their desktop client. Saving the time and energy involved in ‘roaming the floor’ like was required in the past. Monitor alarms have been configured to immediately inform our agents and managers when certain key performance metrics are not being met. Super auditor allows us to go back in history and view in real-time what happened in the call center at any given point in time. Talk about a picture being worth a thousand words…this tool is priceless.”
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The quality of prairieFyre service
“The service received from prairieFyre is phenomenal. After upgrading our ecommerce website over a weekend I realized that the installation had overwritten our live agent chat page that had been custom designed by prairieFyre. So now our customers could not use that feature to communicate with our agents. I contacted support and they reacted immediately. In under an hour, support had remotely connected to our server and had our live chat back up and running. The support staff at prairieFyre really makes you feel more like a family member than a customer.”
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