Monitor Call Center and Service Desk Operations with Real-Time Performance Metrics and Automated Reporting.
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Out-of-the-box functionality that enables managers to increase Call Center and Service Desk performance upon installation
Service support operations often fail to support business objectives and provide adequate service to end-users because managers focus on aging report data, not current real-time metrics. As a result, they can’t identify problems early on or be proactive and prevent them from turning into crises that often derail the operation’s budget, project schedules, and delivery of new capabilities. The right metrics create an early warning system that enable operations to provide value to the business and end-users.
From a single enterprise view dashboard with drilldowns into specific operations activities, ServeOptics™ empowers managers and stakeholders to turn routine operations review meetings based upon aging data into proactive strategy sessions with real-time metrics and trends analysis. Managers gain immediate understanding of how support activities impact service delivery, the business objectives and its end-users.