Overview
There is a great deal to be gained from sharing more than Call Handling Metrics with your agents, research shows the more you share the more connected, effective and loyal your agents will be. Traditional Wallboards populated by countless call handling metrics are known to create stress and negativity so sharing metrics from CSAT, CRM, WFO and Social Media is recommended.
SF.com
If you want to incentivise your agents to sell more, or even keep agents up to date on the success of campaigns, you can do so by simply installing one of several readily available ODBC connectors onto your SF.com server, by doing this you will have the ability to create databases containing key SF.com metrics which can be transferred to Optymyse in real-time.
Here are some examples of ODBC connectors you can use and a tutorial to explain how they work:
http://www.easysoft.com/products/data_access/odbc-salesforce-driver/#section=tab-1
https://www.progress.com/odbc/salesforce
You will need a server license which will cost around £999 / $1,499 / €1,399.
Here’s a video explaining how EasySoft’s ODBC connector works:
Once you have created a local copy of your SF.com database, you can query it using the Optymyse ODBC connector, which costs just: £500 / $700 / €600 and includes two hours of telephone support to assist you in creating your first query.
The Optymyse ODBC connector is capable - subject to the machine it's running on - of providing any number of data feeds. Each database query is counted as a feed, so if you have 3 or 4 similarly structured data sets, it makes sense to try to amalgamate these into one query. If the back-end database is capable of running stored code (e.g. SQL Server), then the ODBC connector can run stored procedures rather than executing a direct SQL query.
A single ODBC connector is able to connect to multiple data sources, so if you have different DB servers (which aren't linked), or perhaps you'd like to query data from both a database and an MS Excel spreadsheet, then this is possible within the single connector.
Summary
With a few hours work plus a very small investment you will be able to seamlessly share your SF.com metrics alongside your more traditional wallboard metrics, CSAT and WFO.