This year, after you end your conversation with customer service, consider how that agent is spending their holiday. And on another level, their manager, whose job is to ensure that agents are available to help you the moment you pick up the phone, even on a national holiday.
The support we provide is one of our greatest assets, and it’s so important to each one of us that our clients are happy and successful in our platform. – Trisha Hand, Implementation Engineer We love supporting our customers, and they come in all sizes—from small businesses, to marketing agencies, to globally-connected call centers.
Managers of contact centers have a difficult job; they need to manage their agents, their callers, and the productivity of their team. Do tools like barge and drop call help them perform? We asked an expert to find out.
Now, the live reporting screen can be toggled into Manager Mode. What's that? It's a condensed format that displays the activity of your group of agents in the top half of the screen, while the bottom half of the screen will show a card view of each of agent in your pool.
We know that there are different levels of responsibility and access within a contact center, so we've adjusted our technology to adapt to that structure. Contact Center accounts now have the ability to adjust voice analysis and live call settings as either "agents" or "managers".