Guiding Business Needs & Objectives
Guilding LOGEPAL Media Center answers all the expectations of the different actors on a contact center.
Managers have to organize communication and animation on the contact center according to their need and various operational goals to reach.
- Multiple data sources, performance indicators and metrics
- Dynamics display, variable in time and changing according to specific conditions
- Flexible operational structure : multiple teams, multiple activities, multiples sites
Supervisors wish to manage their teams and activities at their best
- View level of activities and notified of alerts
- Communicate and remind operatioal rules
- Team awareness
Customer advisors or agents desire to be informed immediately
- Instant operational status and performance
- Instructions, news, specific events and situation
- Follow-up of personal activity and results
Real-time Performance Montoring for Managers, Supervisors and Agents
MANAGERS
Organizing communication and animation according to their specific needs
and the objectives to achieve
- Aggregate data & monitor performance indicators (KPI)
- Dynamic real-time information display
- Functionnalities cover: multiple-competence, multiple-activities & multiple-sites
SUPERVISORS
Wishing better manager their teams
and
to pilot activities
- Team management & traffic monitoring
- Visualise activity levels & set alerts
- Apply operational management decisions
- Informs & communicate with agents
CONTACT CENTER AGENTS
Wanting to be kept informed all the time about activity and to have
a successful environment
- Access to real-time information
- Instant awareness of deviation to take steps to positively impact operations
- Follow-up personnal & team results as compared to the set objectives