Call Center Solutions
Caleb is a Contact Center Manager.
Caleb’s goals and current challenges.
As a Contact Center Manager, Caleb hires, trains, prepares and motivates his team to provide excellent service to customers. He sets objectives, analyzes call center metrics, and ensures that the company and staff meet their customer experience goals.
Caleb is dealing with high turnover within his contact center because agents are frustrated with the current technology and lack of integration to other systems they use. Additionally Caleb is only able to listen to a very small percentage of calls per week, which is not providing him with enough quality management data.
What does success look like for Caleb?
Can I easily analyze agent status and performance in aggregate, identify trends, and drill down into specific agents’ calls and metrics?
Are my agents happy with the tools, training, support, and management that is being provided to them?
Can I easily monitor, analyze, and report on agent interactions to provide personalized feedback that helps my team provide better customer service over time?