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  Cloud Contact Centre Performance Monitoring and Management

Cloud Contact Centre Performance Monitoring and Management

West Cloud Contact Pro offers actionable insight into contact centre performance with easy to configure real-time and historical reporting and dashboards available over the web. This means you spend less time looking for data and more time analysing it. West Cloud Contact Pro collects data across a myriad of different points, allowing for visibility of both real-time and historical reporting.

Respond to Changing Customer Behaviours in Real-Time

Cloud Contact Pro allows you to set up contact flows using waypoint reporting, tag points in the contact flow to then track, analyse stats and contact routes. For example:

  •  Are you seeing a surge in customers going through to certain teams at certain times?
  •  Is there a point in your contact flow where customers are dropping off more than others?

No matter what your business goal, waypoint tracking gives you a greater understanding of where customers go in the contact flow, so you can respond to changing customer behaviours in real-time.

Real-time Dashboards, and Displays

We understand how important real-time and historical reporting and performance metrics are to the successful operation of contact centres. Finding the right statistics can be the difference between meeting customer expectations or missing the mark entirely. West Cloud Contact Pro collects data across a myriad of different points, allowing point and click access to both real-time and historical reporting over the web - anytime and anywhere. Our easy to configure, browser-based dashboards allow you to quickly access KPIs and team performance so that you can react in real-time.

Cloud Contact Centre Workforce Management

Workforce Management builds on historical data captured by Cloud Contact Pro to forecast future demand so that you can meet expected service levels, build agent schedules, and plan around holidays, training, or other special events that alter normal call patterns.

Training, Coaching and Quality Monitoring

Cloud Contact Pro ensures continuous improvement and the ability for supervisors to track agent and team performance in real-time - fundamental in running a responsive, agile contact centre:

  • Silent Listening: coach agents on a specific call or randomly monitor calls for quality and training purposes
  • Wisper: discretely advise agents through one-way audio channel, and provide advice over the progress of a call
  • Full Barge In: Take action and be a full participant of a call via 3-way conference where both agent and customer can hear you - ideal for escalations and training

 

 

 

 

Explore Management & Monitoring

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