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Article : How Does WFH Affect a Contact Center Supervisor’s Responsibilities?

#contactcenterworld, @nobelbiz

Author: Steven Bederman, President, NobelBiz

Everybody’s talking about agents and how to create a better, more efficient WFH environment for them. And, while that should be a top priority for all contact centers that want to offer pristine future-proof services, supervisors have been overlooked during these months.

In this article we will be looking at how to adapt a supervisor’s workflow to a remote wok environment and how to make sure they fulfil all their duties without keeping a physical keen eye on their agents.

Office Vs Remote Responsibilities

In an office setting, a supervisor’s list of responsibilities is short and to the point.

  • Keep an eye on agents to make sure they’re meeting their quotas.

  • Keep an eye on agents and make sure they offer the best customer support possible.

  • Keep an eye on agents and handle any customer-related issues before they escalate.

  • Keep detailed reports of agent activity and productivity.

  • Fill out performance evaluations.

It’s pretty obvious what the main responsibility of a call center supervisor is. But how does that translate in a remote setting?

  • Monitor agent performance through the company’s method of choice.

  • Supervise agent-customer interactions through the company’s preferred tool.

  • Provide support to agents in difficult interactions – provided the WFH tool used by the company allows a seamless transition.

  • Keep detailed reports of agent activity and productivity.

  • Fill out performance evaluations.

Suddenly, it all became much more complicated. Supervisors need to juggle different programs, an internal chat where they could remain in constant contact with the team, and fill out accurate monthly performance evaluations.

Finding the Right Balance When Monitoring Your Agents

It’s common knowledge that Contact Centers employ stricter supervision measures than other businesses. It’s a necessity when agents are working directly with customers and the company is serious about keeping a good relationship with their clients. But how do you monitor agent performance while working remote?

While struggling to move their business remote, some companies relaxed monitorization protocols while others adopted drastic measures like VPNs, remote control programs, trackers, and strict reporting procedures. And while keeping a close eye on agents is necessary, how do you find a proper balance?

The answer is you find the right tool. A combination of different options is never the best solution as it makes everybody’s lives harder. From juggling invoices to installing one too many programs on company devices it’s just too much of a hassle. The answer lies in a single program that can serve all purposes.

For example, what we did with NobelBiz’s Omni+, we created a single platform that allows anybody with admin access (from supervisors to middle and upper management) to keep a complete overview on all client interactions over all supported platforms. Multiple agents can handle a single customer and you’d have a detailed history at a click away.

We found that this way you keep technical requirements for agent and supervisor terminals low (thus eliminating the need to upgrade all your equipment) while also offering supervisors a chance to keep a close overview of all activity without intruding in the employee’s personal space with unnecessary tracking that leaks into their private space.

How Does WFH Influence Performance Evaluation?

Without the right tool to measure agent activity and productivity, filling out performance evaluations can become a bothersome task that involves navigating different trackers and systems that take up a lot of the supervisor’s time and could impede the agent’s work (think unannounced Team Viewer inspections which are a thing).

Apart from becoming a cumbersome task for the supervisor, employees could suffer the consequences of inaccurate performance evaluation based more on predictions than actual supervision.

To Sum Up

A Contact Center supervisor’s job could change drastically in a remote environment. Now, the nature of the change depends on the company and the WFH solutions they adopted.

#contactcenterworld, @nobelbiz


About Steven Bederman:
Published author, accomplished leader, and a highly regarded Contact Center industry innovator. Steve has had a phenomenal journey throughout his career and his expertise in corporate restructuring and strategic growth brought him the reputation of a renaissance business leader. He is also a best-selling author of corporate thrillers.

About NobelBiz Corporation:
Company LogoNobelBiz is a provider of contact center software solutions from their patented carrier of carriers network to their new fully-remote omnichannel contact center solution. Their network guarantees your lines stay up all the time, and their omnichannel product makes sure agents can seamlessly switch between Twitter and voice, or any channel, with a simple click. Their support and engineers are always ready to guarantee full compliance and attestation solutions.
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Today's Tip of the Day - Allow Enough Space For Data

Read today's tip or listen to it on podcast.

Published: Wednesday, July 8, 2020

Printer Friendly Version Printer friendly version

2020 Buyers Guide Analytics

 
1.) 
3Fiftynine

CardBoard
CardBoard: Real-time data, shows the most important KPI’s in your Contact Center.
Built for data | Designed for business | Empowers teams

2.) 
Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
PH: +1 888-946-6878

3.) 
Call Tracking Metrics

Automate insights from all your customer communications

There's no better way to get to know your customer than through their own communications with your brand. Gain a strategic advantage and a thorough understanding of your customer's full journey with a complete suite of conversation intelligence tools and features. Measure customer sentiment, automatically identify and score qualified conversations, and give strategists everything they need to knock their campaigns out of the park.

Use conversation analytics to:

• Build your ideal customer profile
• Optimize your sales and customer service processes
• Maximize your resources to focus on quality conversations
• Identify trends and customer sentiment in real-time
PH: 8005771872

4.) 
CallFinder

CallFinder speech analytics
CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience.

With CallFinder, you get…

100% visibility into agent-customer interactions
100% monitoring of interactions, up from only 5-10%
Scalability of QA reviews with the same size QA team
CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client servic...
(read more)
PH: 800-639-1700

5.) 
ComSys S.A.

CCube for Business Intelligence
CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms
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®, Aspect...
(read more)
PH: +302109241486

6.) 
CUSTOMER SQUARE

CROSSCRM.CX - CRM Dataviz Module
CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.

All the Kpi’S are here for precise control of your Customer Relationship : Interactions - Quality - Satisfaction - Campains forecast MyClient

Filters, Data Extraction, Custom Views, dates sheets, email subscriptions, xls Extracts, images, pdf


PLUS ! Automated extracts
for integration to third party applications.

7.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151

8.) 
DialogTech

DialogAnalytics™
Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.

AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.

With DialogAnalytics, you can get a...
(read more)

9.) 
eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

1. Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement.
2. Knowledge Analytics™ provides insight for eGain’s knowledge and AI applications.
3. Digital Analytics™ measures contact center performance within eGain’s digital channel applications.
4. Journey Analytics™ captures customer behavior on the website—identify the churn points and cre...
(read more)

10.) 
ethosIQ, LLC

ethosAnalytics
ethosAnalytics leverages data to provide business intelligence to enhance the customer experience and beyond. The analytics dashboards are customized based on client needs. ethosAnalytics enables data-driven decisions in seconds or minutes - not days or weeks.
PH: 2816165711

11.) 
Lieber & Associates

Contact center Analytics and Metrics
Lieber & Associates provides services to develop, interpret, and improve contact center metrics and analytics. The firm's experience spans forecasting, customer service, order-taking, lead-qualification, sales, segmentation, media-source-tracking, and testing design. L&A's president pioneered segmentation for telephone scripts and the tri-level service level metric. He brings broad analytics experience to contact centers.
PH: +1-773-325-0608

12.) 
Noble Systems

Noble IQ
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.
PH: +61 (0) 3.9008.1700

13.) 
PRILINK

SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.
PH: 905-940-8844

14.) 
QPC Ltd.

QPC Live
QPC provides realtime unstructured and structured data analytics solutions and services to contact centres globally.
We provide a complete end-to-end customer integrated offering powered by a Multichannel Intelligence Gateway which collects and inter-relates all customer interactions, from each and every customer contact across an entire contact centre ecosystem, all in real-time.
We also provide solutions for conversational and interaction analytics with solutions from our specialist portfolio.
PH: 00441352705810

15.) 
Tethr

Tethr is a cloud-based conversation intelligence platform that combines AI, machine learning and over a decade of customer experience and sales best-practice research to surface contextual insights from phone calls, chats, emails and other customer interactions. Companies use Tethr to turn large amounts of unstructured voice of customer conversation data into insights they can deploy to improve their customer experience.

16.) 
Trillys Systems

ActuCall
Imagine for a moment that you are a call center manager responsible for generating revenue through signing new customers or up-selling to existing ones. Imagine that your KPI is telling you you have an abandonment rate of 5% and someone comes along and says "No, your abandonment rate or dropped call rate is 13%." .." How do I know? AcutuCall VoIP software application can show you the dropped call data including, originating number and whether it was a network or equipment failure." Now imagine you can see your calls in progress on a mobile app, take your dashboard where ever you go! "What is a lost call worth to you?"
PH: +1 613-521-1639
 
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