SUCCESS STORIES
A Visual Dashboard for Managing Call Center Teams
EXECUTIVE SUMMARY
Call Center CRMs, like Zendesk, are great to automate the ticketing processes in such way that you don’t have to really bother about the incident flow. With the PowerBI Dashboards, CPM International can visually manage the Team performance, as well as the evolution of the business KPIs agreed with the customer.
“The Visual Dashboard let CPM have full control of what’s happening in the Call Center. They have a general overview with the ability of drilling-down to a specific day, hour or even a single ticket.”
CHALLENGES
CPM wanted to build a PowerBI Dashboard to go beyond the basic KPIs Zendesk offers and have:
- Integrated tool to visually manage the quality of the service, detect where the issues are and quickly fix them.
- Created a personalized visual dashboard.
- Calculated the KPIs needed for the business.
WHAT?
The visual Dashboards let CPM:
- Have a full control of what’s happening in the Call Cent in a single Dashboard.
- Have a general overview of the Call Centre performance and be able to drill-down to a day, hour or even a single ticket view.
- Make data-driven decisions, like detecting and solving bottle necks in the ticketing flow.
- Understand how the email, chat and phone tickets flow perform.
- See the performance of the team and also of individual team agents.
The Dashboard lets CPM International make data-driven
decisions, like detecting and solving bottle necks in the ticketing flow.
WHAT’S NEXT?
CPM is expanding the use of the Dashboard not only for reporting but also for real-time monitoring of their Call Centres.
The Dashboard lets CPM International make data-driven decisions, like detecting and solving bottle necks in the ticketing flow.
