Build Your Professional Network! Log in now (Not a member? click here to register FREE)
Operations Data Management Consultant
VP, Product and Segment Marketing
Team Leader II
Choosing a system with scalable on-line storage will ensure faster access to a wider range of calls, for scoring, monitoring and analysis purposes. A scalable database for storing the calls offers scalable reporting. One feature of this is that you have the ability to add another team into the scoring, offering a more objective way to evaluate teams. This is particularly beneficial where a manager needs to evaluate and coach agents in a number of contact centres based in different locations.