There are multiple ways supervisors can assist agents in doing a great job.
They can provide training, side-by-side coaching, one-on-one simulations, and more.
One of the more effective methods we have seen is available in our very own Virtual Observer call quality optimization solution - a feature set called "VO Live" which enables the supervisor to view agent desktops in real time.
"VO Live" is like mission control for the call center professional.
From their own desktop, the supervisor can view agent's screens in real-time. This allows the supervisor, at a glance, to observe agents who may be having trouble using applications properly, or who may be not using the correct applications at all.
The call center supervisor can then initiate a chat to help the agent in their current task.
If the agent requires additional help, the supervisor can then take control of the agent desktop and provide hands-on assistance.
Of course, VO Live can also alert managers to distracted web surfing, which may be preventing agents from completing their tasks or from performing optimally. Every company has different policies regarding this, and it certainly isn't the main objective here.
VO Live delivers agent assistance in a way which greatly compliments other methods of assistance, taking quality monitoring to an entirely new level.
VO Live is included in Virtual Observer as a component in our bundled quality optimization features.
Subscribe to:
Post Comments (Atom)
Popular Posts
-
The quality of your customer service is directly related to your level of customer satisfaction, which — of course — is ultimately tied to...
-
Coordinated Systems, Inc. (CSI), of East Hartford, CT, a member of the Cisco Solution Partner Program is making it incredibly logical for ...
-
Call center employees are the secret superheroes of every brand. These agents wield incredible power when it comes to customer experience,...
-
SMB Cloud #WFM solution from CSI yields fast returns for ListenClear Facing a challenge due to their surging growth rate, Listen Clear se...
-
Christmas is fast approaching, and it’s one of the busiest times for different sectors all across the world. Even when you’re rushe...
-
By and large, nonprofit organizations depend on a different set of motivations to stay afloat than those in the private sector do — i.e. ...
-
Can a single tweet topple a great company? It hasn’t happened yet, but a chorus of unhappy tweets from a group of unhappy customers can do...
-
Customers are unique — and your contact centers should reflect their diversity. When you go to your local grocery store do you notice how ...
-
Having worked in contact centers installing OMS and ERP systems in hundreds of multichannel companies, we know the value they bring to you...
-
1) “Treat people as if they were what they ought to be and you help them become what they are capable of becoming” - Johann Wolfgang von Goe...
