Leverage real-time wallboards, custom reports, and cradle-to-grave analytics to enhance performance. Xima’s central repository and evaluation tools provide everything you need in a central repository to drive efficiency and optimize operations with ease.
Xima’s reporting tools provide both standard and customizable reports to deliver actionable insights. With over 30 templates, you can track key metrics like call volume and resolution times, helping you optimize operations and enhance the customer experience.
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Xima’s Cradle-to-Grave feature offers a complete view of every customer interaction in a single interface. It helps supervisors and agents monitor real-time progress, review histories, and improve service efficiency with ease.
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Xima’s Scorecards and Evaluations provide a structured framework for assessing agent performance. Managers can create custom scorecards to measure key behaviors, such as communication skills, adherence to protocols, and problem-solving abilities. This feature ensures performance reviews are consistent, fair, and aligned with company goals.
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Xima’s Realtime Wallboards provide live insights into your contact center’s performance, displaying key metrics like call volume, wait times, and agent availability. This real-time visibility enables managers to make informed decisions and allocate resources efficiently, ensuring optimal customer service.
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Xima’s Central Repository consolidates communication data from multiple locations into a single, centralized hub. This unified approach enhances collaboration, ensures data accuracy, and provides comprehensive insights across all sites, streamlining management and improving operational efficiency.
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Read more about how our solutions have helped improve businesses across the globe.
“With Xima it’s nice because we can see the number of answered calls per user, we can see how even it is between all the users. And then we can see which phones are currently in use and which are ready.” – IT Manager
Xima delivered a reliable call reporting system, database redundancy, and a centralized management platform to keep up with growth.
“I liked Xima because the user interface was easy to understand, I could do a lot of the things myself administratively, and pretty much every need I had, you guys checked all the boxes.” – Senior Support Manager
Read more Xima reviews from real customers.
Analytics provide data on key performance indicators like resolution times, customer satisfaction, and agent productivity. These insights help identify areas for improvement and drive data-driven decisions to enhance service quality.
Absolutely. Many customer service applications offer customizable reporting tools, allowing businesses to focus on specific metrics relevant to their goals, such as first-call resolution rates or average handling times.
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Thursday, September 12, 2024 | 11:00AM ET