iCoach is a powerful contact center management tool that enables supervisors to effectively monitor their staff’s daily activities. With iCoach you have accurate metrics that ensure your customers’ expectations are met consistently.
iCoach easily monitors each agent’s performance against the metrics you select. It empowers supervisors with facts about each of their agents’ productivity and facilitates easy intervention whenever necessary.
Imagine The Impact
As the Harvard Business Review describes the relationship between employee engagement and customer experience:
”Profit and growth are stimulated primarily by customer loyalty. Loyalty is a direct result of customer satisfaction. Satisfaction is largely influenced by the value of services provided to customers. Value is created by satisfied, loyal, and productive employees”
When you have iCoach, your supervisors and management can see at a glance their individual agents’ productivity, as well as aggregated statistics for the whole team together. Statuses such as ‘ready’, ‘not ready’, ‘on break’ appear, along with the length of time the agent has held that status. In addition, a team summary shows how many agents are in each state. Productive employees creates satisfied, loyal customers, creates profit and growth.
The Ultimate Agent Management Tool
For each agent, with a simple click the supervisor has the power to:
- Send messages either to the agent desktop or wall board
- Barge-in on any active call with a customer, assisting the agent
- Intercept any active call with a customer, moving it to him/herself
- Silently monitor both sides of any current conversation
- Change an agent status instantly, for example from ‘not ready’ to ‘ready’
