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

PERFORMANCE MONITORING

  • 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

Real-time control:

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.

 

Performance monitoring:

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: 

  • colors
  • fonts
  • 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