With real-time dashboards of your contact center activity, Vocalcom makes it easy to oversee agents’ performance and make decisions.
The supervision interface provides a number of real-time indicators on inbound and outbound contacts across all channels: phone, email, text messages, web, chat, and social networks. All of your KPIs are visible in a single interface to facilitate decision-making and improve your performance: agent productivity, SLAs, NPS rating, queue occupancy, etc.
Vocalcom’s supervision solution provides more than 300 intuitive, graphic KPIs in the form of widgets, customizable based on your needs. Your supervisors can modify them and adjust them to create their own monitoring environment.
Your ability to help your agents improve determines the quality and productivity of your contact center. Vocalcom’s supervision solution gives you all of the indicators you need to quickly undertake actions that improve the quality of agents’ work: discreet listening, whispering, conferencing, chat, recording, etc.
Share key indicators on the big screen to get your employees involved.
Benefit from powerful trend analysis tools to develop a 360° view of your activity across all channels and make the right decisions quickly.
Improve customer service quality and your teams’ engagement with high-performing tools to capture, measure and manage the quality of agents’ work.
Measure customer satisfaction and NPS instantaneously on each channel with customizable, easy-to-use satisfaction surveys.
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