Monitor agent activity, effortlessly.
As time goes on, the contact center becomes more intricate.
- Agents are using a plethora of platforms to finish daily tasks.
- Contact centers manage various platforms, all demanding varying skills.
- The pandemic expedited the move to remote agents
Managers are having a difficult time understanding how agents use their time and need to replace walk-around management due to this increased complexity and shift to a remote workforce.
Voizone SmartAgent gives managers real-time data on employees in order to direct agents, give feedback, and improve the productivity of employees.
Understand how to manage productivity.
Employee activity can allow managers to pinpoint:
- Practices of top agents, to be able to share with others
- Agents application use and if that is appropriate for customer needs
- Agents in need of coaching to improve performance
- Openings for increased efficiency in order to reduce costs
SmartAgent can pinpoint and help you change behaviors that affect customer behavior and costs.
Visualize SmartAgent
Gain visibility into contact center agent desktop activity.
From unified data to intelligent decisioning, Voizone AI based SmartAgent platform provides all the tools and insights to empower your agents with realtime help.
Simple reports for pulling the data you need, faster
No need to invest hours writing SQL or waiting on someone to do it for you. With just a few clicks -
Build Funnels
The pandemic accelerated the move to remote or work-from-home agents.
See top user flows
Most contact centers now manage 10 or more channels, requiring different skills, task types handle times.
Create cohorts
Agents can use upwards of 35 different applications in a day to execute their work.