CallTower Analytics Platform Overview
CT Analytics Call Center Dashboards monitor operations, improve customer interactions, and optimize agent productivity.
Real-Time Call Center Dashboards
- Key Features:
- Get the full picture of your call center operations.
- Call Center Dashboards: Create custom dashboards using KPIs that matter most to your business.
- Track all incoming, outgoing, missed, rejected, and unreturned calls in one place.
- Ensure prompt responses and seamless customer interactions.
- Effectively manage and optimize call center workloads.
- Prioritize customer requests based on live caller experience.
Unreturned Lost Calls Report
- Recapture all your missed callers and unreturned lost calls in real time.
- Recover lost sales and retention opportunities to increase revenue and customer satisfaction.
Active Calls Reports
- Monitor agent productivity throughout the day with live and historic data.
- Assess team workloads and make adjustments as needed.
Historic Reports
- Make informed decisions using historic data that can be filtered and analyzed across various metrics.
- Identify when customers contact your business most frequently to optimize staffing and resources.
- Easily pinpoint top and underperforming agents by analyzing KPIs such as:
- Calls answered.
- Talk times.
- Hold times.
- Set benchmarks and performance targets based on historic data.
- Track if agents are meeting goals—extremely useful for management appraisals.
