Origin Communicator – Agents: Supervisor Module

Aim

This half day course is aimed at the person who is to be responsible for the day to day supervision of Contact Central agents. This course will provide the delegate with a basic understanding of the software, its capabilities and a solid foundation in the initial use of the product. This course will also provide instruction on how to access and use the management tools required to monitor the activity between the customer and agents.

Structure

This course will be delivered in a “hands on” environment, supporting the course topics will be a comprehensive manual. The main emphasis of the session will be how to access the management tools available to call centre administrators and supervisors.

This course is often an opportunity for Team Leaders to discuss management best practices within a call centre. Sufficient time is allocated during this session for a Q & A with the Contact Central trainer.

To maximise the course effectiveness (and under the assumption that Supervisors are granted appropriate access), the Supervisor module can be associated to the + Reporting (see below) course very effectively. This allows Supervisors to get the “big picture” of their call centre statistics, combining real-time and more fundamental statistical analysis.

Objectives

It is assumed that the Supervisor will have attended the Origin Communicator agents train the trainer module, the training will review this functionality where required and will also cover:

• Creating team contacts
• Real Time Reports
• Enterprise Monitor
• Queue Monitor
• Group Agent Monitor
• Message Queue Monitor
• Opening and listening to voice recordings
• Using whisper and monitor to coach agents

For further information or to speak to a member of our team please click here