Presented by:Presented by:

Maurizio Sabot Maurizio Sabot

@mausabot

CCall-all-CCenter Monitoring and Reportingenter Monitoring and ReportingProfessional SuiteProfessional Suite

Today's webinar: what's in

● A general introduction to QueueMetrics (~15 min.)

● Why QueueMetrics?● What is QueueMetrics

● A QueueMetrics demonstration (~20 min.)

● Questions & Answers (~5 min.)

● A call-center is the "face" of your company thatyour customers see

● Bad call-center performance will annoy andfrustrate callers

● How do you measure how well you arebehaving?

● How do you justify the expense to the payer?

The problem

The problem

● Call-centres are a labour-intensive industry● Very hard to keep track of agent performance● Agent staffing has a high cost:

● 100's to 1000's $ per month per agent ● Agent management directly impacts quality and

satisfaction● Agent attrition raises training costs and reduces

service quality

Need to understand in order to manage effectively.

Addressing the problem

● Better insights leads to:● Reduced operational expenses● Improved customer satisfaction and retention● Improved agent satisfaction and retention

Even small improvements in management willbe worth significantly on a yearly basis.

What is QueueMetrics?

● An industrial-grade call-centermonitoring and reporting system

● Swiss attention to data integrityand consistency

● Grows with you: suitable from 5 to1000+ live agents

● Can monitor clusters of servers asone big box

Live monitoring

● View the live status of queuesand outbound campaigns

● Track live calls (view calls connectedand waiting to connect, listen to calls in progress,start XMPP chats, track IVRs and MOH, trackACD attempts)

● View and manage agents (logthem on and off, move between queues, pauseand unpause them)

● Push messages to agents● Live alarms

Wallboards

● A powerful Wallboards

editor lets you createpersonalized andcustomizable wallboards

● Drag and drop components● Customizable● Colour alarm settings● Kiosk mode

Agent interface● Agents manage their own

life-cycle● Log on and off – some or all queues

at once

● Pauses with status codes

● Live messages from theirsupervisors

● Agents handle calls● Screen pops

● Can set user-definable status codeson calls

● Can dial out through campaigns

● Quality tracking

● Agents run their own self-service statistics

● Includes a WebRTC soft-phone

● Nothing to install

● Centralized configuration

Rich reporting● Over 150 metrics computed

● Taken and lost calls, Agent sessions,Connection attempts, Daily and intra-dayevolution, Outcomes..

● Powerful drill-down filters● Completely configurable● Extensive call details with

audio recording and metadata– HTML5 audio player

– Call markers

● Quality tracking

Quality tracking

● Define your own powerful andflexible call scoring forms

● Extensive quality statistics

● Find efficient sets of calls to bescored (Grader's page)

● Manage the quality life-cycle ofyour agents (PerformanceTracker)

● Agent feedback via Tasks system

● Can be used as a micro-CRM toassociate info to calls

And more...

● Strong security model● You only see what you are supposed to see● Can be configured for complete multi-tenancy

● Support for agent hot-desking● Wallboards editor● Rich JSON and XML-RPC API ● Currently localized to 18 languages

You are not alone...● First-class documentation

● Large user community

● License includes support and all upgrades● Very responsive support line● We will support you during deployment and in

production

● Highly customizable

Get a free demo license

A call-center is a demandingenvironment.

We are sure QueueMetrics willhelp you - but don't take our

word for it!

https://www.queuemetrics.com

No Installation? Go Live!● A fully hosted solution, from Loway

– Works with local and cloud PBXs

– Pay for what you use

● Batteries included

– Administration & monitoring

– Backups & Upgrades

● Unique advantage: move to / fromhosted to local

– Retain data

– Retail training & investments

● Ideal for small sites (up to 50 agents)

https://shop.loway.ch/shop/#QML:NEW/am

QueueMetrics in action

Free tool for you: QueueWiz

● Accurate statisticalsimulation of anincoming call-center

● Tells you "What toexpect"

● Durations● Cost and revenue

● Statistics and loadgraphs

● Save and sharesimulations withclients and prospects

http://queuewiz.queuemetrics.com/

QueueMetrics flavors

● QueueMetrics RegularPlain QueueMetrics, one year duration

● QueueMetrics PRO- Includes AGAW (Agent Awareness) foradvanced agent management- Includes discounted remote assistanceand training- Save up to 50% over regular license

● QueueMetrics LiveFully hosted – one simple monthly price

● Call Center SuitesInclude QueueMetrics, AGAW,WombatDialer and support

● TrainingCourses for beginners andadvanced users

● Remote support services- Install software- Solve problems

● Customization servicesFor special needs

https://shop.loway.ch

WombatDialer for outbound● Outbound predictive dialing made

easy

● Focus on what you need to do, nothow to do it (that's what computers are for)

● Easily implement high value-addedscenarios

● Telecasting● Queue call-backs● Click-to-dial recalls● Telephone surveys● Appointment reminders● And more...

Thank you for attending!

https://www.loway.ch https://www.loway.ch

MEASURE IMPROVE

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