Enhancing Agent Assistance in the Call Center


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There are multiple ways supervisors can assist agents in doing a great job.

They can provide training, side-by-side coaching, one-on-one simulations, and more.

One of the more effective methods we have seen is available in our very own Virtual Observer call quality optimization solution – a feature set called “VO Live” which enables the supervisor to view agent desktops in real time.

“VO Live” is like mission control for the call center professional.

From their own desktop, the supervisor can view thumbnails of every agent’s screen. This allows the supervisor, at a glance, to observe agents who may be having trouble using applications properly, or who may be not using the correct applications at all.

With a keystroke, the supervisor can click on the agent’s thumbnail desktop and enlarge it to full-size.

The call center supervisor can then initiate a chat to help the agent in their current task.
If the agent requires additional help, the supervisor can then take control of the agent desktop and provide hands-on assistance.

Of course, VO Live can also alert managers to distracted web surfing, which may be preventing agents from completing their tasks or from performing optimally. Every company has different policies regarding this, and it certainly isn’t the main objective here.

VO Live delivers agent assistance in a way which greatly compliments other methods of assistance, taking quality monitoring to an entirely new level.

VO Live is included in Virtual Observer as a component in our bundled quality optimization features.

Republished with author's permission from original post.

Richard Marcia
Rich is Marketing Director for Coordinated Systems, Inc. (CSI), in East Hartford, CT. Enjoys writing, technology, sports, music, good reading and being a parent of his 7 year old son. He lives and breathes his customers' call center experiences every day and uses his knowledge as resource and inspiration for his blog.


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