Promoted | Is the best contact centre manager actually an agent? apptechnix
in the contact centre manager’s toolbox, proactive self-management capability among agents must surely rank as one of the most valuable.
Managers have to spend time on consolidating Excel spreadsheets manually extracted from multiple systems and sent via e-mail. An app that automates the aggregation of data from multiple internal systems could give feedback directly to agents in real time.Such a capability would likely prevent the performance dip in the first place. Contact centre agents would see their own work rates dropping and adjust to ensure they meet their targets and avoid any negative consequences.
The Amazon Web Services-based mobile app is adaptable, configurable and scalable for easy deployment into target-driven roles like sales reps, call centre agents, production and manufacturing staff. These are probably the most numerical, target-driven workforces, and high-performance outcomes really require self-service/management technology.Employees log into a secure platform using existing employee credentials.
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