Back Office organizations depend on historical data to gain visibility into employee productivity and lack effective real-time monitoring to see if employees are unproductive for an excessive amount of time. Request a demo of our back office solutions today.
Real-Time Activity Monitoring
Monitor agent behavior and provide insight to idle time
Real-Time Rules Engine
Define productivity thresholds and set rules and conditions to establish guidelines for managing unproductive time
Real-Time Agent and Supervisor Alerts
Deliver immediate automated intervention actions to remind agents to stay on task and inform supervisors that agents may need assistance
Power and flexibility to modernize your contact center and create a lasting impact for your business.
The Thing About Healthcare Contact Centers - Are all contact centers alike? It’s true that no matter which industry they serve, all centers are charged with maximizing productivity, agent engagement and customer service level while at the same time keeping costs to a minimum. They rely on technology to do this, primarily WFM systems to match staffing levels with anticipated call volumes… 
Contact Center 2.0: A Better Normal - Is it safe to go back to the office now? Should we go back? Do we need to? There are no definitive answers to these questions, but they are top of mind for contact center leaders everywhere. After a year in which dispersed agents drove the industry’s remote workforce rate from 31% to 64%, most… 
How to Keep Your Remote Agents Engaged - In 2020 BP (Before Pandemic), contact center agents typically spent their days navigating between upset customers and harried supervisors. Stress was often high but the supporting structures of office and colleagues in proximity usually made it manageable. Then the pandemic sent agents home to work, cutting off those vital support structures. The good news is… Are all contact centers alike? It’s true that no matter which industry they serve, all centers are charged with maximizing...
Is it safe to go back to the office now? Should we go back? Do we need to? There are...
In 2020 BP (Before Pandemic), contact center agents typically spent their days navigating between upset customers and harried supervisors. Stress...
