Supervisor Monitoring
Listen to customer interactions and provide realtime coaching to your agents.
Enhance Coaching Tools
With features like listen, whisper, and join call, supervisors have the ability to coach agents live and provide quality assurance
Maximize Customer Experience
Advanced monitoring tools allow supervisors to observe their agents,, provide realtime feedback, and improve the customer experience.
What is Call Monitoring?
Supervisor monitoring is a crucial tool for improving the performance and efficiency of contact centers. By monitoring calls, chat sessions, and other customer interactions, supervisors can identify areas where agents need additional training or support, as well as opportunities for process improvements.
The Listen feature allows supervisors to listen in on phone conversations between agents and customers without the agent or the customer knowing.
Supervisors will use this tool to ensure a high standard of service is being maintained.
Quality assurance: Supervisors can ensure that agents are following the correct procedures and adhering to quality standards. They can evaluate agents’ performance based on specific metrics, such as call handling time, customer satisfaction ratings, and first-call resolution rates.
Coaching and training: Supervisors can identify areas where agents need coaching and training. By listening to calls, supervisors can provide agents with feedback on how to improve their communication skills, address customer concerns more effectively, and handle difficult situations.
Dispute resolution: Listen can resolve disputes between agents and customers. If a customer complains about an agent’s behavior or communication style, the supervisor can listen to the call to determine what happened and take appropriate action.
With Whisper, supervisors can listen to a call between an agent and a customer and provide the agent with helpful guidance, prompts, or suggestions through a private and discreet channel. The agent can hear the supervisor’s voice, but the customer cannot, as the whisper is transmitted through the agent’s headset.
This allows supervisors to provide on-the-spot coaching and support to their agents without interrupting the customer’s experience or creating any awkwardness or discomfort.
Whisper is particularly helpful for new or inexperienced agents, who may need more guidance and support in handling complex calls or challenging situations.
Join Call is a monitoring tool that allows supervisors to join an ongoing call between an agent and a customer. Supervisors can listen to the call and, if necessary, speak to both the agent and the customer.
Join Call is particularly helpful in situations where an agent may be struggling with a customer or there is a risk of the call escalating into an unpleasant situation. By joining the call, the supervisor can provide guidance and support the agent, in realtime, to de-escalate the situation if necessary.
Customer
Talk to Trained Teams
Customers can be assured their getting the best experience from a trained team member when you use monitoring software.
Agent
Agents Get a Boost
Agents can be more confident in what they talk about and know they have support from management if help is needed.
Supervisor
Coach Effectively
Provide timely feedback to your agents and enable your agents to tackle similar situations in the future.
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