Overview
Empower agents by: building confidence through effective training and individualized coaching; reducing complexity by offering a single, easy-touse desktop that delivers a single omnichannel work queue, CRM-connected customer card, real-time AI-assisted coaching, and process automation; instilling motivation using performance enhancing gamification; and maintaining healthy work-life balance with work-from-home and schedule self-management options.
Empower managers to: observe operational insights; make and measure improvements using tools that were once out of reach; easily make administrative and configuration changes; assess KPIs and view pre-built and custom reports; easily monitor calls and use AI to identify potential CSAT issues; design, deploy, and measure training; optimize staffing using advanced forecasting and schedule management tools; and use customer feedback to understand and benchmark performance using customer sentiment.