ProtoCall One tackles performance management

ProtoCall One has announced its Performance Management Hit Squad service.

The service, aimed at contact-centre managers, will work with existing contact-centre dataflows to generate metrics in short periods of time and will utilise software from providers such as Oracle and Qliktech.

ProtoCall One has recently formalised its Business Intelligence (BI) practice and appointed Chris Rodwell as practice head.

After time spent with various contact-centre professionals, Rodwell said that the biggest obstacle standing in the way of most firms' adoption of BI was time.

Recent ProtoCall One research revealed that while contact-centre managers' highest priority for BI was to use the tools to measure call agents based on business-focused objectives instead of traditional call metrics, 63 per cent of those surveyed said lack of time was the key blockage to going down this route.

In response to its findings, ProtoCall One has signed a partnership contract with BI vendor, Qliktech, to resell its QlikView software.

Rodwell said: 'Contact-centre managers are telling us loud and clear that they want to kick start performance management.

'They have specific needs for information, but they do not want to wait.

'With solutions such as QlikView, we can help contact centres to identify their information requirements, examine their existing dataflows, assess their suitability and quickly get metrics and dashboards established.

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