NEC SV8100

Punch above your weight with clever applications tailored for small enterprise

How your agents are interacting with customers over the phone helps you understand true quality of service. In addition targeted coaching of individuals, allows learned skills to be translated into long-term workplace practice.  Assessments help identify coaching requirements for individuals who require assistance in specific areas Minor slippages in performance can be caught before they become habitual practice. Ongoing team evaluation will identify the next steps to develop a team to deliver the next level of service.

The evaluation program utilizes a user customizable library of Call Center agent behaviors, containing 100s of standard templates, so that coaching can be focused on the areas where improvement is needed. Areas where performance is high can also be identified to motivate staff to strive for excellence.reduced pressure on staff during peak call times.

Key Facts:

• Personal productivity in the office - Proactively manage in-house communications easily and efficiently with smart and intuitive onscreen tools.
• Information to manage your people - Using both realtime and historical information, monitor staff activity and performance, and adjust resources to suit.
• Improve customer service - Use smart recording and conversation evaluation to coach your CSRs to high standards of performance. Match this with post call surveys to get a true picture of the most critical metric today: customer satisfaction.
• Manage peaks and troughs and improve staff retention - Flexible solutions show how your business – or just your team – is doing against key metrics such as adherence, occupancy, or customer satisfaction levels.
• Smart automation - Automate repetitive and mundane call-handling tasks to remove the boredom and frustration, freeing up your team to focus on what you really need them for.