AGENT MANAGEMENT

Empower your business to handle customer queries more efficiently with sophisticated agent management tools that include : 

  • Skills based call routing
  • The automation of mundane tasks
  • Productivity analytics
  • Simultaneous call and case handling

The latest generation of agent management tools allows new agents to easily get support from supervisors and experienced agents, while providing direct access to key information. In addition, agents can collaborate and support one another, helping the Contact Centre run more smoothly and efficiently on an ongoing basis. This improved agent experience increases agent satisfaction to reduce turnover.

Contact - Agent Management

Key Features

Include Experts and Teams

Easily message or conference subject-matter experts during customer interactions to get problems solved more efficiently.

Share and Collaborate on Files

Enjoy instant sharing and feedback with drag-and-drop uploads of documents, files, pictures, GIFs, and links.

Collaborate with Customers

Invite a customer to a collaboration session via email or SMS/text. Use voice interaction capabilities or move entire interactions to chat.

Make It Easy to Connect

Embed callback links in discussions, allowing customers to quickly reconnect with the right agent.

Share Screens & Take Control

Solve problems faster when customers share their desktops or authorise remote desktop control.

Bring Remote Teams Together

Chat in real time, using text, voice, or video conferencing.

We’d love to hear from you

Contact us today to find out how we can help you