Manage productivity through visibility of your workforce and their activities across what can often be complex working environments
As agents become more diverse in their skills and activities, more mobile, and more geographically dispersed, traditional adherence systems are no longer adequate. Getting the most out of your workforce is critical to the success of any operation, especially in the call centre where loss of productivity and lack of visibility into where inefficiencies occur can lead to poor customer service and loss of revenue.
+ Adherence, is a multi-channel agent adherence solution that collects data on how each agent is spending their time throughout the day, tracking activity across all contact channels, including the phone, e-mail, and chat, as well as research, training, and administrative tasks. The centralised tracking and reporting enables managers to immediately see any discrepancies between schedules and actual activity, and can quickly make necessary adjustments including authorising adherence exceptions.
Key Benefits
- Maximise performance
- Drive Satisfaction
- Maintain Focus
Key Features
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Agent activity tracking using real-time data from Contact Central
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MyTime detailed schedule view for agents
- Management QuickView
- Management executive summary
- Adherence exception management
- Data export to time management and payroll applications
- Comprehensive management reports
For further information or to speak to a member of our team please click here
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