If a customer calls your business, make sure that call is answered. It doesn’t get much more basic than this.

Lost calls represent lost revenue opportunities, and calls that spend too long in queue represent unhappy customers. But, what is simple to understand isn’t always easy to manage. How do you know your service targets are being met? How do you know if your agents are too busy or idle? How do you know if your customers are getting timely responses to their inquiries or abandoning calls?

And how do you know all of this today, right now, so you can take positive steps to address developing situations, instead of waiting hours or even days after the damage has been done?

• Real-Time Vision for Timely Action – If the number of calls in queue is rising above acceptable levels and you see 15 agents are in “Not Ready” state, you can quickly run to the break room and ask the agents to log in.
• Historical Insight for Strategic Planning – Increase your visibility of call and workload, allowing improved resource planning and utilization.
• Flexible Content & Layout Structure – Build information displays specific to your needs, permitting you to keep an eye on key performance indicators while multi-tasking on other work.
• Customizable Reporting – Create your own reports, including consolidated multi-center reports, and then share your report templates with other contact center staff.
• Real-Time Life of Call – See the chronology of call activity as it happens. Follow each call state such as In Queue, Talking, On Hold, Transferred and more. A supervisor can see that a call has been put on hold four times and understand why the caller is upset and escalated the call.

Solutions with Impact Technologies give you visibility and insight into the key metrics you need to keep your contact centers running at a high level of performance. You view the information you need, when you need it and then can make the timely adjustments to meet your performance objectives.

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