Whenever you hire new employees at your call center, you as a manager will have to take time out of your day to coach them and get them up to speed on what has to be done. After all, not everyone comes into a call center knowing exactly how to do the job. One of the best ways to train them is through monitoring your employees as they go about their work. Here’s why:
For obvious reasons, you want to keep tabs on what your new employees are doing and how they’re performing. However, looking over your employee’s shoulder as they’re working doesn’t always guarantee the best results. “Side jacking,” as this is called, can make people feel self-conscious or intimidated as they’re working, causing them to perform poorly. With live monitoring, however, people are not aware of when you’re keeping tabs on them, so you’ll be able to receive a more realistic view of their work.
Sitting down next your employee and evaluating their work is not only anxiety-inducing for them, but it can also be inconvenient. After all, you have many things that you have to do each day, and something unexpected may pop up during the time when you were supposed to monitor someone. Live monitoring allows you to check in from your own desk, when it’s most convenient for you.
With live call monitoring, it’s much easier to take control when you need to. With features such as whisper, barge, or steal, a manager can find the right way to coach their employee. Whispering, for instance, allows a manager to talk just to the employee without the other person on the line hearing them. This is especially helpful when your employee is on their first few calls and might need some extra help.
At Vaspian, our live call monitoring features can be extremely helpful when coaching new call center employees. To learn more about our VoIP phone services, give us a call at 1-855-827-7426 today.
Publish Date: February 26, 2020 5:00 AM
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Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
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ContactPro empowers agents to efficiently serve customers in today's demanding world of Omni-Channel communication. The state-of-the-art technology solution helps contact centers to leverage their existing Avaya infrastructure while decreasing contact center costs and increasing customer satisfaction.
With a strong focus on Omni-Channel functionality ContactPro defines a new method for integrated traditional voice contacts, emails, fax and documents with modern web and smartphone communication for any WebRTC, chat, assistant browsing and file sharing, online presence, SMS/IM (text) and social media activities. Additionally, the web supervisor functions provide simple reporting and full me...
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|4.)||Comm100 Network Corporation|
The Comm100 omnichannel customer experience platform powers real-time interactions via web, mobile, and messaging. We make it easy for organizations to answer questions, solve problems, and keep customers happy.
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CFront for Digital Communication Channels
CFront by Comsys is a state-of-the-art application that enriches contact centers with digital communication and collaboration capabilities. CFront is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms and connects them with all the major communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspe...
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eGain omnichannel customer engagement solutions power digital transformation for leading brands.
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Omnichannel Contact Center Software
"HoduCC" is a comprehensive and consolidated contact center software. It guarantees to provide the best call center software that suits best for all types of call centers. Being one of the top Voice over Internet Protocol (VoIP) solutions providers across the globe, HoduSoft ensures that this contact center software offers intelligence, security, and advanced features.
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|10.)||Lieber & Associates|
Omichannel Migration Consulting Services
Lieber & Associates provides technology, management, and operations consulting services to transform departments into omnichannel contact centers. After assessing current operations, the firm delivers a roadmap for testing and implementing technology, metrics, training, and any staffing required to meet omnichannel goals. The firm also advises on programs to migrate customers to the new channels.
Noble Contact Center
Truly unified omnichannel operations. Your customers have growing expectations about how and when they want to interact with you. The noble contact centre suite helps you seamlessly communicate with your customers, no matter which channel(s) they prefer. Noble helps you optimise agent activity and improve the efficiency of customer interactions with our unified omnichannel solutions. Seamlessly manage communications over a variety of voice and non-voice channels including voice, email, sms text, web chat and social media. Simultaneously manage inbound and outbound communications without having to log in and out of programs. And combine all channels on a single platform to improve contact centre efficiency and profitability.
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70,000 health-related searches are made on Google every minute. The digital front door as a channel is more important than ever for helping consumers access care. OrbitaENGAGE, leverages powerful conversational tools such as chatbots, voice search, and voice SEO, which guide consumers as they search for and navigate care. Capabilities focus on call deflection and include: Find a doctor or location , Appointment scheduling , Healthcare FAQs, Virtual triage
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