Utilise Agent Management to Increase Agent Productivity
An interactive dashboard lets supervisors monitor all agents whether they’re working remotely, in a contact centre, or in a store. Real-time analytics configurable to your KPIs allow supervisors to view activity against benchmarks. Drill down to the group level or a specific agent to take immediate or longer-term actions.
Equip your agents for success
Provide agent support
Allow agents to request assistance from a supervisor with a click of a button. Once flagged, the supervisor can intervene in the call by privately supporting the agent or joining an active customer session to help the customer directly.
With the right tools, supervisors can keep your customer service agents and sales consultants on message, productive, and motivated.
Attract, connect, and delight
Manage schedules and re-assign as needed
Online appointment scheduling is an essential tool in delivering a customer journey. Managers can see everyone’s schedule and re-assign appointments when an agent is out sick or unable to make the virtual consultation or in-store meeting.
Increase oversight and accountability
During new agent onboarding or ongoing training, a supervisor can monitor agents’ sessions that are currently in progress. Managers can also give instant feedback and timely training to accelerate knowledge, competencies, and compliance.