IDG Group is the world’s leading technology media, events and research company, with a worldwide audience of over 280 million buyers. IDG’s Irish contact centre, IDG Direct uses Quvu to oversee its activity.
Case Study
IDG Group is the world’s leading technology media, events and research company, with a worldwide audience of over 280 million buyers. IDG’s Irish contact centre, IDG Direct uses Quvu to oversee its activity.
“Having Quvu has fundamentally changed the way I manage my contact centre. At any one time I have 100 people on the phones to countries all over the world. Before I got Quvu, analysing staff statistics was a very labour intensive progress and could not be done in real-time. Also, if I wanted to listen to a call it had to be done manually. Now with Quvu I have instant access to real time data on all my staff, on the screen in front of me. It shows if they’re on a call, how long the call has been or how long since they’ve been off a call. I have access to their stats for the day, week, month or year, and by clicking on their icon I can instantly listen to their call.”
“Quvu is provided via an entirely cloud-based system, so there is no requirement for hardware servers on our site. The real icing on the Quvu cake is that all I need to use it is my tablet and Wi-Fi, so I can manage my team from anywhere, and I mean anywhere. Only last week I had a couple hours to kill in JFK Airport, so I went into a café and opened up Quvu so that I could see exactly what my team were doing that very minute on other side of the Atlantic. I was able to listen to their calls and let them know I was still keeping an eye on them even though I was over 3,000 miles away.”
John Moran, General Manager, IDG Direct
