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Efficiently Manage and Coach Remote Home Agent for Contact Center
Samuel Sung
The following tips can help center manager or supervisor that how to efficiently manage and coach agents remotely.
1. Use agent monitor and coach. Supervisor can silently monitor agent conversation and able to coach agent that only hear by agent real time. This can help supervisor to understand whether is capable to handle case standalone and teach agent real time.
2. Use screen capture and sharing. Supervisor can get real time agent screen and working together with agent monitor/coach feature, it reproduces exactly agent working status. It helps supervisor understanding the difficulties and issues happened from agent.
3. Reproduce service cases. Supervisor can filter some good and bad service examplesfor new arrived agent to study. The service example is derived from voice and screen recording which can 100% reproduce the service case with agent screen and conversation.
5. Use pure web-based contact center solution. It can be running under well-knowing browser without any installation and simplify the agent side implementation.
Ezvocietekcontact center solution offers all above technologies without any customization, plug to run. It can be running based on cloud or on customer premise with 64 bits OS, Rocky/Redhat Linux 8. It is designed to use less resource such as CPU and RAM required while keep highest performance and stabilities. It reduces total owned cost from less machine power required.
Ezvoicetek contact center solution support multi-tenant, multi-language, full features to support virtual contact center and remote home agents. Supervisor can seatanywhere and monitor, coach to train their agent to improve their performance. With built-in agent monitor, coach, screen capture/sharing feature, supervisor can see what agent saw and hear real time conversation just like agent. When agent having problems, supervisor can send text chat to agent as a reminder or using coach feature to tech agent how to handle it. The coach voice can be heard by agent only.
With built-in HTML 5 web based agent desk, it can be running on most of popular browser and is very easy to integrate with CRM by using http/https URL integration for screen popup. The CRM vender or customer doesn’t need implement complicate API with their CRM software, just focus on their part. The built-in Agent Desktop includes all required features for contact center or remote agents and it will be maintainedby Ezvoicetek withoutadditional costs.
Also the system provides built-in full featured performance report, call and state log and KPI analysis. The performance report includes call counts, quality, service level, TSF and occupancy etc. for quarterly, half hourly, hourly and daily report. The system integrator doesn’t need calculate from call service log as the system is calculated already. This reduces the cost and time of customization for system integrator as it was ready to run.
It is easy to manage or coach remote home agent if right technology and solution are adapted. Ezvoicetek offers such solution to fit in the virtual contact center which union remote agent all around the world as a physical contact center, with an affordable cost and high quality.
