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Agent Management Tools
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Virtual On-line Training
Environment |
This is an option tailored for and each customer and allows a full virtual training and information sharing environment. This powerful tools allows:
- Application sharing
- Presentation sharing
- Whiteboard
- Chat
- Conference bridge
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Scheduling/
Workforce Management |
This solution can be implemented in two ways, depending on your needs:
- Agents can set their shift preferences and then administrators can roster agents based Scheduling/Work force management on agent preferences
- Developed schedules can be entered for each agent. Schedule adherence is then strictly managed by Teleworker, which by allowing the agents to log into campaigns when rostered.
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Quality
Monitoring |
Supervisors can listen to calls in progress and also to recorded calls. Agents can conference supervisors into calls for assistance if necessary.
The use of the chat sessions is also an extremely effective tool for agent required assistance. |
Supervisor
Chat |
As well as being able to monitor and participate in the campaign chat, supervisors they can also post text that acts like a “sticky note” for all the agents. This ensures information is passed to allagents on the campaign instantly. |
Augmenting
Your Existing Workforce |
RapportCMS through its relationship with Unity4 (www.unity4.com) maintains a large pool of potential agents with specialised skill sets who can be called to staff any hosted call centre campaign.
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