Call centers are continually striving to improve agents’ productivity and take the necessary steps to ensure successful daily operations. Agent management software goes a long way to guarantee optimal performance on every call. With various tracking features such as call reporting, call recording and screen capture, supervisors are able to observe their employees’ work habits and focus on metrics that will contribute to regular goal attainment.
Coaching features enable messages to pop up on employees’ screens, alerting them in instances such as if a caller has been on hold too long, an appropriate opportunity to upsell or cross-sell to a particular client, or other important details that can help facilitate a positive customer service interaction. Additionally, schedule adherence tools can aid in the creation and implementation of proper staffing models based on call volume, so that the call center is adequately staffed at all times.
This white paper will explore the following: