Enjoy the ability to manage your agents from any location at any time

As the holiday season is upon us it seems a suitable time to cover how adopting newer technologies allows you to easily keep up to date with how your team are performing, regardless of where you happen to be in the world.

Intelligently keep tabs on your agents – even if you’re abroad

19/07/17

Having the ability to manage your team from any location, not just countrywide but also worldwide, is made easy today thanks to modern contact centre management solutions.

You could be in the middle of a crucial time for the business or you could simply have time to waste sat around an airport lounge, regardless of the reason, having the choice to monitor your staff should you wish from any location in the world is exceptionally convenient and allows you to easily stay in touch with what is going on.

Below are just a small selection of some of the key features you can take advantage of, that will help you monitor your team from wherever you are in the world with an internet connection.

Track agent states and activity

Being able to keep track of whether an agent is on a call, the duration of calls they have been on and how long it’s been since they were last on a call is an excellent way for you to observe who the top performing agents or hardest workers in your team are.

Naturally, you will also be able to monitor who the underachievers are by being able to see solid statistical information for the day, week, month or even year – all within a few clicks of a button.

Over time, having information such as this at hand may provide an indication as to which agents are more deserving of a promotion, or which agents deserve to have their contracts extended or made permanent if they’re currently just working on temporary fixed-term contracts.

Drilldown in to specific teams or campaigns

Overseeing individual agent performance is a key element of monitoring your call centre operation, but equally it also helps if you can take a step back and monitor the wider activity of a specific team, department or campaign.

This is a great way for you to play teams off against each other and inspire competitiveness across your teams, in turn encouraging agents to work harder.

Rewarding top performing teams is a great way to keep agents motivated, and through high value statistics that can be broken down into diagrams, charts and tables, it will allow you to easily identify the top performing teams so you can reward members of the ‘winning’ team.

Silently monitor calls

Having the ability to listen in to calls as they’re taking place live is a great benefit to you. It’s one of the most fundamental methods you can use to monitor and improve agent performance.

For example, if you know there are new starters among your team and you are going to be away from the office, it’s very convenient to know that you can simply log in and listen to how they are handling calls to identify some early coaching opportunities and find how they are settling in.

However, this is just one example. Even with established agents it’s a great way for you to open your monitoring portal and see exactly what your team are up to at that very moment, even having the ability to ‘whisper’ to an agent to let them know you’re keeping an eye on them or to offer coaching advice, should you wish.

  
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