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Features Include: Real Time Views of Productivity and Metrics
PLANTATION, Fla., Feb. 19, 2013 /PRNewswire/ -- C3/CustomerContactChannels, a global provider of customer management solutions, announced that its C3 Labs team has just released two new apps for internal and client use that redefines real time monitoring of its operations.
The C3 Analytics app, available for both iPhone and Android devices, provides updates on all key performance metrics delivered straight to managers' smartphones in real time. Tied directly to the C3 Analytics platform, the app gives clients and leaders the flexibility of monitoring the operations from virtually anywhere. This app presents the data by client, by enterprise, line of business, or site.
C3 Pulse, the second app launched to add another layer of data to the analytics platform, provides a visual representation of the call center floor allowing managers to drill down to an individual seat/agent to view performance or view the center as a whole. The call center floor view is color coded and can display metrics such as average handle time, customer satisfaction, and service level which can help leaders spot the effects of environment on performance and make real time decisions to improve it.
"Our technology team began using C3 Pulse in late 2012 as a means of monitoring technology needs in our centers and quickly spotted the benefits of applying it to the operations as a whole," said Rick Ferry, C3 president and COO. "The C3 Labs team is always seeking ways to make our operations better and more efficient. This type of innovation is one of C3's key differentiators and we are very excited about both of these apps and their effect on our clients and their overall satisfaction with us."
Although the current use for C3 Pulse is internally for C3 centers, it can be customized for client centers as well. The system receives a standard feed of data that is agnostic to the underlying source system.
"Expanding C3 Pulse to an operational audience has been transformational as the teams are no longer dependent on static reports," added Ken Condren, C3's vice president of technology. "The ability to easily spot trends that are not accessible in traditional analytics reports delivers key levers for managers to adjust as needed to further enhance performance for our clients and their customers."
C3/CustomerContactChannels is a global provider of contact center services unlike any other in the market today. Services include Sales, Service, Performance Optimization, Reputation Management and complete customer interaction management via traditional, web, and emerging communication channels. C3 positively engages and promotes our clients' brands with every contact we make with their customers. With a global team that is thousands of employees strong, the company is headquartered in Plantation, FL. More information can be found at www.c3connect.com.
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