Customer Service/Help Desk Ticket Reporting

By: Spectrum  09-12-2011
Keywords: Customer Service, Call Center, Help Desk

Our help desk/customer service reporting solution is designed to help customer service call centers & help desks achieve top results & high customer service levels. Too often businesses treat customer service centers or help desks as a call center.  Spectrum knows that most true help desk operations have very unique information requirements that differ from the call center.  Spectrum extracts data from ticketing systems and CRM to provide real time reports that assist the help desk in achieving their goals.

 FCR  CSat
 Cost per call  Agent Utilization
 Ticket Close Ratio  AHT
 Agent Quality Score  Service Level

Help Desk managers need to see more operational information about the tickets that are open and closed, handle times, adherence and abandoned calls. Because of these metrics the typical call center solution showing call statistics does not work for the help desk.  Spectrum recognizes this and works with many of the top ticketing systems available today and well as in house developed systems.

Keywords: Call Center, call centers, Customer Service, Help Customer Service, Help Desk, Reporting Solution, Service Call

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