Agent Supervisor Tools for Contact Center Employee Engagement
Plan, observe, and manage your cloud contact center solution
Uncover patterns and relationships in your customer base and your workforce through predictive data mining unified on a single, integrated application. Discover up-to-the-minute metrics and key performance indicators (KPIs) on a customizable dashboard and data platform to better inform business-critical decisions for contact center management. Utilize both predefined and custom reports to share analytics with your team and stakeholders for measurable change.
Set goals and monitor KPIs to improve call center workforce ROI
Coach agents through listen, whisper, and barge-in features
Provide supervisors with call monitoring tools to help agents deliver the best possible customer experience. Individual quality monitoring and agent scoresheets allow you to appropriately schedule, deliver, and track coaching feedback for consistent performance and better employee engagement.