At ClickPoint Software, we’re always striving to make our software as great as possible. By examining what we do well and what type of functionality our customers are looking for in lead management and automation software, we’re constantly updating our list of new feature ideas. We know that deciding what we don’t do is just as important as deciding what we should do. In dealing with development timelines and support, there are frequent points where decisions must be made as to what any particular development team should be working on. Most development companies have finite and often limited development resources. In these instances, a plan for choosing what developers should be working on is needed. Here’s the process of how our development team decides which tasks are worth pursuing. Continue reading →
Understanding one’s position within a competitive call-center environment is an advantage to performance. Offering statistics on the real-time performance of any individual allows a gauge of their efforts, both for their personal information, and for the management team. Allowing comparisons between the average and best performance indices of others offers a tangible metric for competition. Offering these metrics in a simple interface allows the individuals to quickly measure their performance and determine what measures they need to take to improve. The first concern of offering metrics for a sales team is that those metrics need to reflect performance that affects the end goal of profit. With the vast amount of information gathered in any call-center environment, the possible reporting metrics are enormous. If this information is filtered down, individuals and management can see quickly what performance scales are affecting end sales, and these can be used for performance measurements, commission… Continue reading →
