Many companies use the Cisco IPCC reporting system to track their call center activity. However to get full use of the Cisco product, companies need some other hardware and software systems to compliment the contact center application.

Electronic Wallboards

Large and highly visible wallboards integrate with Cisco IPCC reporting to display information such as current phone volume, hold times and projected traffic levels. Management uses these boards to send information to large groups of employees at one time. A few of these boards placed in strategic positions in your call center make it easy to keep agents fully informed so they can respond to call traffic changes.

The latest generation of these electronic wallboards uses PoE (Power over Ethernet) technology, allowing them to draw power directly from the same network they draw information from. They can be installed at any location without needing to call in an electrician to install a power outlet. They are inexpensive and energy efficient without sacrificing clarity or visibility.

Agent-Based Desktop Applications

Every agent can have a dedicated desktop client that ties into Cisco IPCC reporting to give the information relevant to that particular employee. In addition to information on how the call center is functioning as a whole, each agent's call handling efficiency can be displayed to provide motivation and focus.

Agents use these applications to see immediately how call queues are stacking up and how other call centers in the company are handling their traffic. Company protocols tell each agent how to handle caller transfers when the transfer destination is already swamped with calls, such as handling minor problems themselves or redirecting to an alternate department.

Desktop applications are used to supplement electronic wallboards with individualized information, in call centers where centralized wallboards are not cost effective, or with home-based call center employees.

Phone Center Management Software

A number of other software tools integrate with Cisco IPCC reporting applications, making it easy to extend their capabilities. These can be used to create customized displays for call center managers so they can evaluate and plan for current call center conditions. Managers can see at a glance how current staffing is meeting phone center volume, and can request extra help as needed.

Other data tools accumulate call center metrics to create daily, weekly or monthly reports to assist managers in future personnel decisions. As phone traffic grows, new agents can be hired and placed before call volume grows out of control. Displays can be created for managers in other departments, giving them the information they need while not confusing them with data meaningful only to call center staff.

Call center metrics are essential to efficient call center administration, but information is no good unless it is used effectively. Supplement Cisco IPCC reporting products with related hardware and software tools to get maximum use out of this powerful information resource.