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PureCloud Competitive Advantages: Part III

If you follow Interactive Intelligence, you’re probably familiar with their most recent white paper discussing PureCloud’s Competitive Advantages. In the technical white paper, CEO Don Brown describes the 24 top competitive advantages of PureCloud. Last week we discussed part one and two of the…

PureCloud Competitive Advantages: Part II

If you follow Interactive Intelligence, you’re probably familiar with their most recent white paper discussing PureCloud’s Competitive Advantages. In the technical white paper, CEO Don Brown describes the 24 top competitive advantages of PureCloud. Last week we discussed the first eight topics…

PureCloud Competitive Advantages

If you follow Interactive Intelligence, you’re probably familiar with their most recent white paper discussing PureCloud’s Competitive Advantages. In the technical white paper, CEO Don Brown describes the 24 top competitive advantages of PureCloud. These advantages include micro-service architecture,…

The Top 5 Challenges in Contact Center Reporting

By Travis Dillard, President of Inflow Communications Contact Center efficiency requires this well-known mantra: reporting, reporting, reporting! When I consider the challenges of contact center reporting, the biggest issue is that most people only want to see the numbers alone. But this is only…
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Contact Center Metrics – Agent Attentiveness & Retention

By Chris Recio, Dir. Contact Center & Advanced Applications Managing people and expectations is one of the most rewarding and simultaneously the most challenging aspects of the contact center. There are a lot of expectations, and by nature, many individuals are social creatures. And those that…

Contact Center Metrics – Applications & Workflow Management

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By Chris Recio, Dir. Contact Center & Advanced Applications Today there are a number of givens in every contact center. We know that it is very likely that a contact center agent will use an application to address and document a customer’s inquiry into the contact center. More and more applications…

Contact Center Metrics – Vicious Cycles

By Chris Recio, Dir. Contact Center & Advanced Applications For part two of our Art of Reporting series (see our first post here), we'll go over some metrics that occur just before the caller reaches a contact center agent: call abandonment rate, average speed of answer, and average queue time. Call…

Contact Center Metrics – Setting the Foundation

By Chris Recio, Dir. Contact Center & Advanced Applications To start off our Art of Reporting Series, we'll dive in to one of the most common metric that the industry looks to: Service Level and Response Time. This is a critical metric for setting goals within the contact center. This metric…

Contact Center - The Art of Reporting

By Chris Recio, Dir. Contact Center & Advanced Applications In my years of meeting with customers who maintain contact centers, there are often asked questions: “What reports should I be using when managing my contact center? What metric would point to a staffing problem? What is the industry…