The release of Agent Performance Monitor sees call centers taking advantage of functionality that not only monitors call centre agents performances but also steps in as a motivator, which encourages competition between teams and agents. The effectiveness of agents and the call centre as a whole is efficiently monitored by APM. Our challenge was to produce a reliable and robust call centre management information system incorporating team player motivation. Considering the pressures experienced at call centre level by managers, team leaders and team members, we set out to develop software that is non-intrusive to the user, while remaining effective. Constant feedback from clients as well as regular site visits indicates in every way that we have achieved our objectives with APM. Agent Performance Monitor is developed in ASP.NET 2.0 using C#.
For more information on PyroGenesis software, go to www.pyrogenesis.co.za.
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