It could be that you have recently launched a call center and are eager to take it to the next level. It is important to monitor all your employee activity. With customer demands changing at a constant pace, it is essential to be better prepared. You should include some vital tools to enable better workflow. Call center screen monitoring is considered to be monitoring as well as recording the desktop of all your agents in real time. Screen monitoring is generally performed during customer interactions to ensure agent and customer privacy. By monitoring client service conversations, you can easily identify product development opportunities and vital issues and improve overall customer service.
Top 4 Call Center Tools To Consider
1. LiveVox WFO
LiveVox WFO contact center software helps integrate workforce optimization (WFO), CRM and Omnichannel communications.
Key features:
1. LiveVox WFO diminishes compliance risk and improves the customer experience. It can easily search, score, view and report multi-channel client interactions.
2. It automates schedules by balancing work hours, shift rules, skills, off times, and breaks. You can develop and incorporate post-call client satisfaction surveys.
3. LiveVox WFO helps record various metrics, including relevant KPIs. It provides customizable e-learning and training programs, performance reports and recorded calls.
4. It also offers an easy-to-use drag-and-drop interface to develop reports. It can also analyze automatically and score interactions with enhanced AI features to enable agent training and risk reduction.
2. Bright Pattern
Bright Pattern cloud-based contact center tool, assists enterprises and medium businesses to effectively manage their services.
Key features
1. Outbound and inbound calls, web/chat support, service desks and social media.
2. Dropped-call conversation continuity, enabling connection with the same agent once dialed in a few minutes.
3. Agents can quickly understand the meaning of phone calls with call transcripts provided in the client’s activity history.
4. Incoming call auto-routing based on region, skills, interactions, etc.
5. Supports frequent message pre-recording to enhance overall efficiency.
6. A predictive dialer is offered to ensure streamlined and efficient outbound calls.
7. Call tracking and sentiment analysis to follow up on problematic conversations.
8. There are three interesting pricing plans offered: Premium, Pro, and Voice Select Package.
3. Verint Monet WFO
Verint Monet WFO cloud-based is one of the most popularly used call center tools. It includes analytics, performance management, quality management and workforce management.
Key features
1. It can track, manage, and analyze agent performance. This helps optimize client service.
2. Develop effective schedules to manage incoming call volumes.
3. Uses section weighting, complex branching, and multiple question types to develop quality evaluation criteria.
4. Screen & voice recording features with call scoring and playback to ensure quality monitoring.
5. Integrates with over 60 contact center infrastructures (CCI), including CRMs such as Cisco.
6. Provides easy agent management via an individual employee profile list.
4. Five9
Five9 all-in-one, cloud-based, AI-driven contact center solution is the perfect choice for unified communications support. It includes outbound, inbound, blended, etc. It also enables remote and in-office agents to offer customer support and it is done through email, phone, social media, mobile, chat, etc.
Key features
1. Interaction analytics help detect the latest trends and automate process quality. It also identifies bad/good customer service issues.
2. Supports customer interaction with full-length recordings with agent screens.
3. Workforce management can help optimize staff depending on schedules, multi-channel forecasts, and accurate multi-skills.
4. Post-interaction surveys conducted through SMS or email, including advanced analysis related to metrics like Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT).
5. It integrates easily with CRMs like ServiceNow, Oracle, Zendesk, and Salesforce.
6. Agent call scripting to deliver contacts with consistent messages.
7. Five9 offers 4 exciting packages: Ultimate, Optimum, Premium, and Core.
The above are the top call center screen monitoring tools used to enhance customer satisfaction and business productivity.
