It is fortunate for contact center supervisors that the Oracle Contact Center Anywhere comes fitted with special integrated supervisory tools so that their mission of providing optimal customer service, yet being able to maintain an efficient and quality call center service, becomes less arduous and more realistic to achieve. Oracle Contact Center Anywhere is offered through Promero.
One beneficial feature of this call center software is the Supervision Manager interface which allows supervisors to choose the right framework to supply the correct data at the right point in time. With this feature, supervisors can come up with pertinent decisions in real time so that both call center performance and customer service can be addressed properly.
The Supervision Manager is a Web-based service which can be used by supervisors from anywhere in the world provided that Internet access is available. If you are a supervisor on a business trip, you can check on the activities of your agents at any time of your work day and from anywhere you can get Internet access (even within your hotel room, if they have Net access that is.) This virtual call center feature allows supervisors to set up a mobile office anywhere, which makes the Oracle Contact Center Anywhere a friend of all mobile office workers everywhere. It also allows agents to stay in touch with their supervisors at any time of day, regarding any problem or issue that may crop up.
It is equally good that a call center technology set for quality assurance purposes (such as call monitoring) come as a basic part of this call center software package. This allows you big savings that would otherwise go to paying for additional fees or for third-party integration. As an integrated-by-design software design model, this call center solution permits you to monitor calls by audio, or by looking in on what is happening to the desktop of the agent while listening in on the call as it is being conducted. If you are the supervisor and you see a crisis approaching (such as when one of your agents finds it hard to answer client queries), you can take advantage of the barge-in capability so that you can directly answer the questions of the client yourself. If necessary, you may even assume control over the desktop screen of that agent – and thus save a potential sale from being abandoned due to confusion on the part of the client and your agent. Features like this prevent misunderstandings from developing.
Another great feature you can examine on the Oracle Contact Center Anywhere call center software is the quality monitoring feature which is also known as the Whisper Coaching feature. This permits you to guide the agent through a call without letting the client hear your end of the discourse.
As you can see, supervisors may find their job as supervisor a lighter burden to carry daily with this virtual call center solution called the Oracle Contact Center Anywhere product. Promero is currently an Oracle Certified Partner, which explains why they can afford to offer this product.
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