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02-16-2005, 11:53 AM
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call resolution tracking software
I'm looking for some customizable call resolution tracking software with good reporting capabilities. Web-based would be best. My call center handles multiple products on two different phone platforms and current tracking system is too manual with limited reporting tools. Any suggestions or recommendations?
Thank You Mark Poole Call Center Manager
__________________
Mark Poole Call Center Manager Flying J, Inc. 
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02-17-2005, 08:45 AM
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Re : Call resolution tracking software
Hi,
Doesnt your client provide case closure reports ? A simple tracker can be designed quickly, if it is only for Call resolution. In my experience, this has resulted in a secondary crm tool like structure which is being used by our agents. This has resulted in agents documenting cases in the CRM tool and in this tracker, which agents dont actually appreciate. So if it is just a simple tracker, to start off use excel and get your team leads collate it, else design a simple one which just takes the case number and tracks if the issue is resolved. Rgds CreativeWolf
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