As a CX contact center, one of your main goals is to provide excellent customer service while maximizing efficiency. With Worktivity, you can achieve both of these goals and more. Here are some ways Worktivity can help your CX contact center improve efficiency:
- Real-Time Monitoring and Alerts
Worktivity allows you to monitor your contact center in real-time, giving you insights into agent performance, call volumes, and other metrics. This enables you to identify issues and take action before they become major problems. You can set up alerts for specific events, such as when a call goes over a certain duration or when an agent is not available. This helps you keep track of what’s happening in your contact center at all times.
- Performance Tracking and Analysis
Worktivity provides detailed performance tracking and analysis for your agents. You can see how many calls each agent has taken, their average call duration, and other key metrics. This helps you identify your top performers and those who may need additional training. You can also see which agents are struggling with certain types of calls or customers, allowing you to provide targeted coaching.
- Automated Workforce Management
With Worktivity, you can automate many of the workforce management tasks that can take up valuable time and resources. This includes scheduling, time tracking, and task management. By automating these tasks, you can free up your agents to focus on providing great customer service. You can also use the data collected by Worktivity to optimize your scheduling and ensure that you have the right number of agents available at all times.
- Customizable Dashboards and Reports
Worktivity allows you to create customizable dashboards and reports, giving you a clear view of your contact center’s performance. You can create reports for specific metrics, such as call volume or agent performance, and set up automated delivery to your inbox. This enables you to stay on top of your contact center’s performance without having to spend hours compiling data.
- Seamless Integrations
Worktivity seamlessly integrates with many of the leading contact center solutions, including Avaya, Cisco, and Genesys. This means you can use Worktivity alongside your existing technology stack, without the need for additional training or setup.
By using Worktivity, you can improve the efficiency of your CX contact center, resulting in better customer service, higher agent satisfaction, and increased profitability.
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