Help team leaders cut through the noise and prioritize what matters the most now
Gain real-time visibility into agent activity, performance and work patterns. Monitor how many customers are queuing, and quickly drill down to play back recent conversations.
Personalized agent coaching
Evaluate and support agents with immediate comments and instant post-call feedback. Encourage continuous development with specific, actionable coaching that enables agents to improve on their very next call.
Understand the context of your agents’ performance with visibility of their on-screen actions. Identify coaching opportunities where agents struggle to use business applications and support tools, or catch and address inappropriate use of internet during calls.
Inspections at a glance
Watch what agents are doing as they do it with automated real-time monitoring. Set custom alerts and colour-code specific behaviours to easily identify agents in need of support or to catch and address long-term performance issues.