CaféX Supervisor Assist 2016

Empower Your Workforce with Supervisor Assist

©2016 CaféX Communications | www.cafex.com|[email protected]

September 2016

Effective Training of Customer-Facing Staff is Critical & Requires Significant Investment

per agent spent on training

annual agent turnover for call centers, costs up to 2X agent’s salary

of global business leaders say customer expectations have shot up in last 5 years

93% 49%

of US jobs held by Millennials with high training expectations

lost revenue from poor CX

1/3 20%

EMC, Response Daily, Trossle, Forbes, Oracle


$4.8K

2

Gaps in Today’s Agent Monitoring & Training Solutions

Historical evaluation is the focus

Voice-centric, not multi-channel

No real-time coaching Not geared for mobile

Complex, costly screen recording “After the fact” agent assistance

Quality programs tend to emphasize historical analysis, would benefit from real-time coaching


A contact center is hiring new agents

Onboarding costs are high because trainers are flown in for weeks at a time

For all agent calls, only audio is monitored and reporting is historical

Scenario: Agents need live coaching

How can agents be mentored remotely while

calls are in progress?


4

CaféX Supervisor Assist

Supervisors/peers interact with agents from any browser in real-time across multiple channels

• Live audio listening of agent & customer

• Agent hand raise

• View agent’s desktop (up to 4 monitors)

• Live web chat

• Remote desktop control - spotlight pointer, click thru, enter text

• Ease of management – common CC credentials and drag/drop admin


Enterprise

Network

Before Supervisor Assist

• Audio only

• Chat thru bespoke or non-compliant 3rd party tools (ex. Skype)

• Limited to the local PBX & contact center only

• DTMF access to agent calls

• Limited security


Customer Phone

ACD/

PBX

Agent Phone

Supervisor Phone

More features, same CC/UC infrastructure

Securely monitor live audio of agent & customer

View agent’s desktop

Text chat between the agent & supervisor

Spotlight on agent screen

Control agent’s remote desktop


ACD/

PBX

Agent Desktop & Phone

Customer Phone

Enterprise

Network

Supervisor

Supervisor

AssistDesktop

Audio

Leading Use Cases


Escalation Desk / Crisis Management

Enable agents to request help and supervisors to intervene

proactively to avoid escalations while calls are in progress.

Supervisor to Team

Improve team supervisory activities through real-time audio

monitoring and screen visualization.

Mentor to Mentee

Enhance customer service training for new hires and mature staff

through peer mentoring during live calls.

How Supervisor Assist works

1aSupervisor / peer logs into SA app and views list

of agents to monitor


How Supervisor Assist works … Supervisor

1bSupervisor / peer logs into SA app and views list

of agents to monitor


Agent hand

raise

Indicates if

agent desktop

can be shared

Agent’s

phone

presence &

call status % of agent calls

monitored

against pre-set

target10

• Agents taking customer calls logs into Supervisor Assist via web browser (Java Web Start)

• Common login credentials to contact center

• See monitor status

• Give permission for desktop control

• Raise hand for escalation

• Message / chat with supervisor

How Supervisor Assist works… Agent


11

2Agent can raise a hand and

enable desktop control


3aSupervisor can see agent status, listen to audio conversation,

view agent’s desktop and start web chat with agent


View of agent’s desktop

across multiple monitors

Web chat

with agent

12

Agent sees who is

monitoring and status of

hand raise

Agent call &

hand raise

status

Audio & screen

monitoring


3bSupervisor/peer can use a spotlight pointer to highlight key areas

of agent’s desktop

Spotlight pointer

on agent’s desktop


Click-thru and

spotlight


3cSupervisor/peer can click through on agent’s desktop

and enter keyboard commands

Click to navigate

to a URL, open a

file, type text


Click-thru and

spotlight

Simple and flexible to administer

Easy session setup

& team matching

with target % of

calls to observe

Drag and

drop users

into teams

Add & edit

teams in secondsSame user can be in multiple

listening and / or monitored teams


SA leverages existing CC/UC infrastructure

Monitor Audio

Control Remote Desktop

Text Chat

View Live Dashboard

Manage Teams & Sessions


Customer’s

Phone

PSTN

CaféX Fusion AS

CaféX Media Broker

Agent & Customer

Audio (RTP)

Screen Share

(HTTPS/WS)

Call Setup

(SIP)

FCSD

KLA

Supervisor

Assist

Agent’s Phone

Agent’s Desktop

CC / UC

Platform

Supervisor(s)

CC

Database

Benefits for your enterprise

Ensure consistent customer service levels to drive loyalty & revenue

Increase first call resolution, reduce escalations & call handle times

Onboard new hires faster at lower cost with higher productivity

Reduce attrition, identify training & advancement opportunities

Train agents from home, the office or in remote locations

Connect to outsourced contact centers securely

Leverage same platform to enhance mobile / web engagement


Thank you.

www.cafex.com

@CafeXComms


CaféX Supervisor Assist 2016

Business

Transcript of CaféX Supervisor Assist 2016