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FMSI’s Chart of the Month – February 2011 Edition

February 7, 2011

The FMSI “Products Sold/Services Provided Chart” gives our ContactCenter Management System™ (CMS) clients monthly snapshots of call activity in their contact centers.  With this valuable information, management can see high-level the exact monthly breakdown of products vs. services provided at their contact center.  This report combined with several other CMS reports, arms decision makers with the right information to better analyze key productivity metrics at their contact center including:

  • Agent Productivity
  • Actual Staffing Effectiveness
  • Industry Peer-to-Peer Comparisons
  • Plus Many More Reports from a Management Perspective 

CMS helps financial institutions understand the underlying issues that impact their contact center’s performance and why they are occurring.

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