Manage the process with online monitoring

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Track your employees' work in real time. With online monitoring, you can evaluate how many messages each employee processes: whether operators are coping with the current workload, whether the process can be further automated, what performance indicators can be optimized to improve the service.

Conclusions: How to increase the engagement of contact center employees in their work

Ignoring the problems and difficulties of contact center operators can lead to a decrease in the quality of customer service and a loss of competitiveness of the company.

Increase the level of product india mobile phone numbers database knowledge among employees: train employees on a regular basis; connect a prompter bot for quick information search and training on the job or help with a supervisor.

Work with empathy : conduct trainings on the development of emotional intelligence, communication skills and working with customer negativity, and also write scripts and explain the TOV (tone of voice) of your brand.

Prevent the possibility of burnout among employees: use RMO tools that will simplify work with requests, reducing the number of routine actions, automate the process of communication with clients on typical requests using bots, conduct motivational trainings and education to increase motivation for professional activity.

Set clear KPIs: use analytics to set correct KPIs and manage work and indicators in real time using online monitoring. LiveTex has all the tools to simplify the work of support staff and increase the involvement of your operators. To do this, register on the site or contact our managers, and they will help you choose a solution for your business.