Developed by Envision•Updated 05/17/2019•Version 12
All the benefits of WFO without the high costs of implementation, upgrades and hardware. A multi-tenant secure cloud application including recorded voice/screen interactions, data & speech analytics, coaching, eLearning, gamification and agent tools.
Be alerted to trends in the contact center and with agents. Compare quality vs. productivity. Use data to find high value interactions for quality review and analytics. Use data inside the contact center and within the Enterprise.
Record voice and agent screens. Customizable evaluation forms to score interactions & identify areas for improvement. Drive a consistent, fair QM process to ensure agents are effective, engaged; decrease attrition while improving customer experience.
Adhere to PCI compliance and HIPPA mandates to not record sensitive data by pausing both voice and screen recording. Avoid fines and potential breach of trust with customers by not collecting this information nor storing it within your interactions.
Improve agent performance with coaching and eLearning. Create custom eLearning and best practice clips using actual interactions; deliver them directly to the agent’s desks. Send eLearning during slow times; coach your agents for free!
Staff your contact center to deliver the right service levels at the right costs. Forecast needed resources with the appropriate skills, create a schedule that is cost efficient, monitor adherence and make intraday schedule adjustments.