Call Reporting

Gain Insights into Your Contact/Call Center Operations

 

Imagine knowing exactly how long your average call is, or how many calls are lost in your IVR before your customers even speak to a representative. Mindsight call reporting solutions empower contact/call center agents, managers, and executives with targeted information. Using that insight, your team can find and correct issues in real-time. Dramatically improve performance, reduce agent attrition, increase customer satisfaction, decrease costs, and raise revenue with call reporting.

Drive the Contact/Call Center Forward with Real Insight

Boost Contact/Call Center Effectiveness
Proven to rapidly boost contact center performance, call reporting enables the management team to discover and address issues quickly.

Real-Time Reporting
Call reporting delivers real-time and historical performance information as needed. The data can be gathered from single or multiple locations, as well as from outsourced or remote agents.

Evaluation Form Tools
Easily design evaluation forms to create effective quality control procedures in your contact/call center.

Automated Coaching
Call reporting gives you the ability to trigger automatic coaching alerts. Discover which contact/call center representatives need help and additional training.

Team Building
Desktop dashboards show the current statistics for the contact/call center. Visible performance stats create positive energy and a sense of teamwork between agents. It gives them the opportunity to join in healthy competition, support and celebrate achievements, and motivate themselves when they need a boost.

Shared Information across the Contact/Call Center
Management can send customized individual and group messages, sales data, links to training, FAQs, and other content to improve performance and keep the team informed.

Shared Business Intelligence
Share your findings with the rest of the company and keep the entire organization on the same page.

Mindsight Certifications for the Contact/Call Center

  • Cisco UCCE ATP

    The Unified Contact Center Enterprise Authorized Technology Provider Certification permits Mindsight to sell and deploy the UCCE and PCCE contact center platforms. It is a rare certification given to only the most experienced and proficient partners. Only 28 technology partners throughout the country have earned the UCCE ATP.

  • Cisco Master Collaboration Specialist

    Mindsight has a proven understanding of Cisco collaboration technology. Through structured classwork and a formal audit, Mindsight earned the Cisco Master Collaboration Specialization.

Supporting Services for the Contact/Call Center

  • Managed Collaboration and Contact Center

    Offload the monitoring and management of your contact/call center technology with a managed services agreement. Our network operations team can support a part—or even your entire contact/call center platform—and free up your staff to address more strategic projects.

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Call Reporting Deployment Models

Cloud
Deploy your call reporting software, or entire contact/call center platform, in a public, hybrid, or private cloud.

On-Premise
If you prefer to keep your technology onsite, your call reporting software can be installed as a virtual machine in your in-house data center.

Mindsight Blog

Read the latest and most relevant technology news through the Mindsight blog. Our most recent articles are below.

Contact and Call Center

  February 19, 2019 by Siobhan Climer Learning to coach contact center agents takes work. While training is an essential component of a contact center manager’s role, doing so successfully requires an understanding of how the complex technology, data, and interpersonal work elements interact to…

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Cloud Computing, Contact and Call Center

  February 13, 2019 by Siobhan Climer Almost every industry is feeling the push from cloud technologies. The ability to store, transfer, move, and use data anywhere changes the foundational structure of everything from healthcare to distribution, retail to government. A fundamental aspect of each…

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Collaboration, Contact and Call Center

  February 6, 2019 by Siobhan Climer Cisco Finesse 11.5 felt pretty much the same as earlier versions. And though it offered a lot of business value, the outdated design features and loss of team chat features available in Cisco Agent Desktop (CAD) left many…

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