As a Supervisor, using the Vocalcom Supervisor solution, you are afforded one of the few times it’s actually OK to be excited about software! It really is a technology that can transform a Supervisor's day from being productive to being productive and satisfyingly great. Complete, unrestricted access and visibility of contact across both inbound and outbound channels being so effortless, makes Supervision of blended agents a simple and in fact enjoyable task.
Supervisors have the ability to unobtrusively communicate with agents. They are ‘by the agent's side’ at all times, with a one-click ‘help’ feature when agents are needing guidance and support. In fact, a Supervisor can even ‘take control’ with the entire context of the conversation so far being transferred to them, regardless of the channel.
Statistics and information are in abundance. Supervisors can view data in tables, graphically, as counters and even beyond the current day, bridging a gap between up to the last second ‘current’ information and a historical view of the customer also, right inside the module.
It’s possible to drill into interactions and view ‘everything’, literally. What the customer tweeted and what the agent replied with. How the screen workflow script was completed on a web chat, how the call went, ‘clicking’ to listen to the recording, and of course the ability to ‘update’ statuses and outcomes is all very simple.
‘Pro-active’ features such as threshold alarms and alerts, intuitive custom data definitions and visual representations of ‘current’ activity across all blended channels power easy decision making. Decisions supported with tangible and logical data, driving accuracy and objective smashing performance.
Ultimately the Supervisor experience is that of being empowered to make the best decisions, support the agents in the best ways possible and to drive success whilst balancing customer care and outbound connection rates. Supervising a blended Vocalcom powered Contact Center is simply effortless.