Teletech Technology Announces the Launch of Solution from CaféX Communications® for Remote Live Coaching and Training of Contact Center Agents over the Web
January 04, 2017 at 07:07 pm
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TeleTech Technology announced the launch of a free sixty-day trial of Supervisor Assist, the award-winning solution from CaféX Communications® for remote live coaching and training of contact center agents over the web. This turnkey offer allows companies with Cisco® and Avaya collaboration systems to pilot Supervisor Assist's over-the-shoulder online coaching experience from any web browser. While in the office or on the move, a supervisor or mentor can listen to agent-customer conversations while calls are in progress, text chat with agents, view and spotlight areas on the agent's screen, as well as click through and enter text on the agent's desktop to provide guided assistance. See a video of Supervisor Assist in action here. Supervisor Assist improves contact center performance in a number of areas, including remote agent observation and coaching, peer mentoring, distance training, new employee onboarding and customer service escalation management. Agents become more proficient more quickly, which helps contact centers improve key indicators such as first call resolution and customer loyalty scores. The solution also complements existing quality management and customer analytics programs by taking a more proactive, real-time approach to agent monitoring and assistance.
TTEC Holdings, Inc. is a global customer experience (CX) outsourcing partner for marquis and disruptive brands and public sector clients. The Company operates through two business segments: TTEC Digital and TTEC Engage. The TTEC Digital segment is focused on the intersection of Contact Center As a Service (CCaaS), Customer Relationship Management (CRM), and Artificial Intelligence (AI) and Analytics. This segment creates and implements strategic CX transformation roadmaps, sells, operates, and provides managed services for cloud platforms and premise-based CX technologies, including Amazon Web Services, Cisco, Genesys, Google, and Microsoft. The TTEC Engage segment provides the digitally enabled CX operational and managed services to support large, complex enterprise clientsâ end-to-end customer interactions at scale. It delivers data-driven omnichannel customer care, customer acquisition, growth, and retention services, tech support, trust and safety and back-office solutions.
Teletech Technology Announces the Launch of Solution from CaféX Communications® for Remote Live Coaching and Training of Contact Center Agents over the Web