Call Centre Dashboard

SMART Insight

SMART Insight offers managers an Intelligent Management information platform from which customer contact can be easily managed and improved.

With SMART Insight your call center have all our knowledge and experience with automated analyzes and advice and a ready-made customer Contact Center control model.

With SMART Insight you are always in control! And you can focus on performance, quality, costs and customer value.

The Features
of SMART Insight

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General

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Functionalities

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Modules

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Implementation

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Technical

Benefits of SMART Insight

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Saves time

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Increases effectiveness

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Clear insight

But we use Power BI as a call center dashboard!

No problem! Dimenzi has also made all its experience, knowledge and expertise available in a Custom Power BI solution to generate the best possible call centre dashboard insights to manage and improve customer contact.

FAQ

We are happy to answer all your questions about our Call Center Dashboard
SMART Insight is an intelligent Call Center Dashboard (or call center software) from which managers can easily gain insight into the realization of their customer contact strategies and learn how improve the customer experience. Our software ensures that organizations can increase customer satisfaction, optimize customer contact and keep costs well under control.

We start with developing a blueprint for your organization. This is based on the goals that are important to your organization and on the KPIs that support your goals. We have years of experience within call centres and are happy to help you determine that structure and KPIs. We then make the necessary data sources accessible and we set up the dashboard based on the wishes and needs of the organization. To ensure that customer service employees get off to a flying start, Dimenzi provides training for both employees and contact centre managers on location. In this way, the entire organization learns to work with SMART Insight and the results are correctly interpreted and reported. The average implementation takes 4 to 6 weeks from start to finish.

To ensure that customer service employees get off to a flying start, Dimenzi provides training for both employees and contact centre managers on location. In this way, the entire organization learns to work with SMART Insight and the results are correctly interpreted and reported.

The entire implementation takes 4 to 6 weeks from start to finish.

You may have been working for years with a different system from which you make the management reports and wonder what happens with that old data. Switching to SMART Insight is easy and we’ll walk you through the entire process. The old data is taken over in the new system so that no important data is lost. Within SMART Insight, all data from different systems is integrated and, where possible, even enriched by our agent.

The application runs in a protected cloud environment, hosted in EEC based data centres. Safety and security are guaranteed by
Dimenzi’s information security measures set up according to the
ISO 27001 – 2017 standard.

For many organizations, drawing up good KPIs is a difficult task, in which the focus on the main goal (for example, cost reduction or increasing customer retention) is lost. Let Dimenzi help you draw up clear KPIs.

SMART Insight is ideally suited to build a complete Table F. We can fully integrate this in the design of the blueprint with all organizational dimensions. By applying a clear cascade, it is immediately clear who can make which contribution.

Track Call Centre Metrics

KPI stands for Key Performance Indicators or Critical Performance Indicator. These standards ensure that you map the performance of your organization, the teams, but also the individual employees. By drawing up clear KPIs you steer an organization based on data. Good KPIs are drawn up on the basis of the SMART principle:

  • Specific
  • Measurable
  • Acceptable
  • Realistic
  • Time-bound

Every Call Centre sets goals for both the long and the short term. These must be clearly formulated so that all noses within an organization point in the same direction. The goals must be measurable and not too vague. When the goals (or metrics) are not realistic or feasible, it becomes difficult to clearly chart their progress. For many organizations, drawing up good KPIs is a difficult task, in which the focus on the main goal (for example, cost reduction or increasing customer retention) is lost. Let Dimenzi help you draw up clear KPIs.

Managing customer care
The performance of our teams has improved greatly with the knowledge we gain from SMART Insight.
XS4ALL​

Call Centers that already use our Call Centre Dashboard

NRC werkt met Dimenzi SMART Dashboard
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ANWB werkt met Dimenzi SMART Dashboard
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IKEA-Logo
Elkien werkt met Dimenzi SMART Dashboard
CAK werkt met Dimenzi SMART Dashboard
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Gazelle werkt met Dimenzi SMART Dashboard
XS4all werkt met Dimenzi SMART Dashboard