PERFORMANCE MONITORING CHALLENGES
LOGEPAL: at the heart of managing contact centers
With the contact centre being the gateway to customer experience, it is important to pay close attention to the day-to-day operations.
Operational supervisors are facing several challenges such as:
- Managing the fluctuating of call volume
- Adapting to various requests from customers
- Adjusting of manpower
- Forecasting demand of workforce to hit customers’ expectation
- Anticipating of unplanned events
REAL TIME REPORTING AND DISPLAY
- Data can be integrated from ACD or other business applications
- Allow for alerts and messages from Management to Agents
- Allow for individual performance follow-up
- Retrieving Historical database and set trend visualisation
- Providing interaction analysis and configuration functionalities
- Adapting easily to business transformation
COMMUNICATION WITH CALL CENTER TEAMS
- Interact and share graphics : PPT, Video, images…
- Rich and modern Graphical User Interfaces
- Well adapted for challenges and team building
LOGEPAL is at the heart of customer relations.
Customize dashboard, priorities performance indicators and gain real-time access according to your business needs (average duration of treatment of a contact, delays of taking care of a customer, quality of service).
Using the historization and projection module can help to forecast planned contact volumes per channel.
LOGEPAL allows for monthly monitoring of the performance of your contact center through a global view.
By defining indicators, supervisors/managers can access to relevant insights and visualise overall business performance in a single platform.
LOGEPAL offers a wide range of graphic components:
Tools to create text, histogram, pie chart, gauge, curve, smiley and other multimedia content
Restyling content of:
- light effects
Allowing display customization with “almost” no limits !
- Edit content with innovation by using more visuals than raw data
- Easy-to-use platform
- Responsive, online platform