Columbus, OH -- (ReleaseWire) -- 05/20/2014 -- This vital feature offered with Bolder Thinking's Contact Center Software enables contact center supervisors to focus on the daily performance management of their contact center. Through the Supervisor Workspace you will be able to monitor agent performance, receive real-time metrics for analysis, and coach agents to be effective and efficient.
Real Time Dashboards
-View overall contact center performance in near real-time through key metrics tailored to your contact center.
-Identify agent staffing levels grouped by queues, skills, and state (ready, busy, not ready, etc.)
-Interactive navigation of the dashboard allows for "slice n' dice" views of agents and calls.
-Ability to remotely change the state of an agent.
-Find individual agents and identify their current state as well as their skill/queue configuration.
-On-the-fly skill changes for agents, preventing the need for logout/login to apply new skills.
-Search, retrieve, and playback contact center audio recordings by user, date/time, queue, recording type and others.
-View call details associated with call recordings.
-Download mp3 file audio recordings.
Monitor, Coach, Barge (MCB)
-Monitor allows a supervisor to listen in on an agent’s call in a way that neither the agent nor the remote party are aware of the monitoring session.
-Coach provides the supervisor the option to escalate a monitor session to “coach” the agent by speaking on the three-party phone call in a way that allows only the agent to hear the supervisor. The remote party is unable to hear the supervisor in this situation.
-Barge allows the supervisor to escalate a monitor or coach session to a “barge” session in which they effectively place themselves in the conversation, joining in a three-way-conference where all parties can hear each other.
Bolder Thinking's Contact Center Software and Supervisor Workspace not only helps train agents to be the most effective and efficient, but it provides the metrics necessary to determine where agent performance is meeting goals or where there needs to be improvement. The Supervisor Workplace is the perfect quality assurance and performance management tool.
About Bolder Thinking
Bolder Thinking, http://www.Bolderthinking.com, is a leading provider of Contact Center Software and of SOS, the "click to call" implementation for business sites. Our online services focus on enhancing customer engagement and business to consumer communications.