Inova Solutions has enhanced the capabilities of its Web-based dashboard application for call-center management with support for alerts based on threshold values. The alerts occur in real time, allowing managers instantly to compare actual performance against goals.
Dubbed Performance Tracker 2.0, the reporting tool consolidates call-center operational data from sources such as automatic call distribution (ACD) systems, workforce-management systems, and internal databases and displays the data graphically in the form of charts, gauges and grids. Users can set threshold levels for each key performance indicator, so that call-center management is instantly aware if conditions deviate from pre-set goals.
Accessible from any computer with an internet connection, Performance Tracker, based on the Microsoft SharePoint platform, is compatible with most call-center data sources. It offers customizable dashboard views tailored for a variety of business roles using a wizard-driven tool. The views can be configured to display a call center's most important metrics, whether real-time or historical.
Friday, September 05, 2008
Thursday, September 04, 2008
The PCI Challenge
If you don't subscribe to Evan Schuman's e-newsletter, StorefrontBacktalk, you should -- even if you don't have a retail sales channel. Evan not only serves as journalist "of record" for retail technology, but is ahead of the pack with his outspoken opinions, which are relevant to all multi-channel merchants.
Case in point -- see his "PCI’s Fatal Flaw: Protecting Only Payment-Related Systems,"and be sure to read the comment from "A Reader" (Sept. 4, 3:11 PM), who concludes that "due to numerous retailer complaints that the PCI DSS restrictions were too onerous, the PCI caved in and allowed retailers to get away with these slipshod solutions. As a result, we are now stuck in a 'patch, attack, revise PCI DSS, patch, attack, revise PCI DSS' loop. It would have been far cheaper for us all to have done it right once up front."
Case in point -- see his "PCI’s Fatal Flaw: Protecting Only Payment-Related Systems,"and be sure to read the comment from "A Reader" (Sept. 4, 3:11 PM), who concludes that "due to numerous retailer complaints that the PCI DSS restrictions were too onerous, the PCI caved in and allowed retailers to get away with these slipshod solutions. As a result, we are now stuck in a 'patch, attack, revise PCI DSS, patch, attack, revise PCI DSS' loop. It would have been far cheaper for us all to have done it right once up front."
Tuesday, September 02, 2008
Google's New Browser
Welcome back from your holiday!
Google is about to announce Chrome, its new open source browser. The big story here (apart from Google's empire-building) is independent tabs -- if one gets hung-up on a Javascript load, none of the other tabs are effected.
You'll be reading about this all over the Internet, but as a public service, here is the link to Google's own comic book explaining the browser's functionality. Sept. 2 will be the de facto date that everyone learns about this new competitor in the browser space (full disclosure: I use Firefox, an open-source browser in which Google is a partner).
Google is about to announce Chrome, its new open source browser. The big story here (apart from Google's empire-building) is independent tabs -- if one gets hung-up on a Javascript load, none of the other tabs are effected.
You'll be reading about this all over the Internet, but as a public service, here is the link to Google's own comic book explaining the browser's functionality. Sept. 2 will be the de facto date that everyone learns about this new competitor in the browser space (full disclosure: I use Firefox, an open-source browser in which Google is a partner).
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