Gain Insights into Your Contact Center Operations with Analytics

Imagine knowing exactly how long your average call is, or how many calls are lost in your IVR before your customers even speak to a representative. Mindsight call reporting solutions empower contact/call center agents, managers, and executives with targeted information. Using that insight, your team can find and correct issues in real-time. Dramatically improve performance, reduce agent attrition, increase customer satisfaction, decrease costs, and raise revenue with call reporting.

Drive the Contact/Call Center Forward with Real Insight

Boost Contact/Call Center Effectiveness
Proven to rapidly boost contact center performance, call reporting enables the management team to discover and address issues quickly.

Real-Time Reporting
Call reporting delivers real-time and historical performance information as needed. The data can be gathered from single or multiple locations, as well as from outsourced or remote agents.

Evaluation Form Tools
Easily design evaluation forms to create effective quality control procedures in your contact/call center.

Automated Coaching
Call reporting gives you the ability to trigger automatic coaching alerts. Discover which contact/call center representatives need help and additional training.

Team Building
Desktop dashboards show the current statistics for the contact/call center. Visible performance stats create positive energy and a sense of teamwork between agents. It gives them the opportunity to join in healthy competition, support and celebrate achievements, and motivate themselves when they need a boost.

Shared Information across the Contact/Call Center
Management can send customized individual and group messages, sales data, links to training, FAQs, and other content to improve performance and keep the team informed.

Shared Business Intelligence
Share your findings with the rest of the company and keep the entire organization on the same page.

Mindsight Certifications for the Contact/Call Center

  • Cisco UCCE ATP

    The Unified Contact Center Enterprise Authorized Technology Provider Certification permits Mindsight to sell and deploy the UCCE and PCCE contact center platforms. It is a rare certification given to only the most experienced and proficient partners. Only 28 technology partners throughout the country have earned the UCCE ATP.

  • Cisco Master Collaboration Specialist

    Mindsight has a proven understanding of Cisco collaboration technology. Through structured classwork and a formal audit, Mindsight earned the Cisco Master Collaboration Specialization.

Supporting Services for the Contact/Call Center

  • Managed Collaboration and Contact Center

    Offload the monitoring and management of your contact/call center technology with a managed services agreement. Our network operations team can support a part—or even your entire contact/call center platform—and free up your staff to address more strategic projects.

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Call Reporting Deployment Models

Cloud
Deploy your call reporting software, or entire contact/call center platform, in a public, hybrid, or private cloud.

On-Premise
If you prefer to keep your technology onsite, your call reporting software can be installed as a virtual machine in your in-house data center.

Mindsight Blog

Read the latest and most relevant technology news through the Mindsight blog. Our most recent articles are below.

Contact and Call Center

  November 5, 2019 by Siobhan Climer, John Irey, and Kleid Gjataj 74% of U.S. consumers have contacted customer service by phone. In fact, it is the most-used channel, far more so than email or live chat. Yet over a third of U.S. consumers identify…

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Contact and Call Center, Data Backup / Disaster Recovery, Data Storage, Security

  October 22, 2019 by Siobhan Climer Metrics are the key for contact center management and customer experience leaders in identifying and reporting on overall performance. Here are just a couple: First Contact Resolution First Call Resolution Cost Per Contact Service Level Agreement (SLA) Abandoned…

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Cloud Computing, Contact and Call Center, Technology

  October 10, 2019 by Siobhan Climer, John Irey and Kleid Gjataj “Your call is important to us. Please wait on the line and your call will be answered in the order it was received.” If these words ring hollow to you, you are not…

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