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5 Tools to Effectively Manage Contact Center Agent Workload During Crisis

Is your contact center equipped with the best contact center software? Are your agents able to handle high call volume and have an optimum performance during the present time? Here are the 5 secret contact center solutions you need to implement today to deliver a great experience with your existing team.

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5 Tools to Effectively Manage Contact Center Agent Workload During Crisis

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  1. 5 Tools to Effectively Manage Contact Center Agent Workload During Crisis

  2. Present time has increased call volume and count of skeptical customers who need a resolution to their queries. Is your contact center agent ready to manage the load? Here’s the solution needed…

  3. Unified Agent Desktop Empower agents to offer a personalized experience with improved FCR and AHT • Single screen view of customer information • Seamless integration of 3rd party application • Switch screen based on IVR inputs • Industry-specific interface

  4. Contact Center Wallboards Monitor and motivate agents with real-time performance monitoring over interactive and intuitive wallboards • Updated stats display • Over 50+ wallboard designs, including gamified wallboards • Seamless integration of 3rd party applications • Set KPI threshold • Real-time notification to supervisors

  5. Supervisor Desktop Improve agent performance with supervisor assistance in real-time for improved call resolution • Single screen view to monitor team performance • Reset agent password, state, and more • Live barge-in, chat assistance, and broadcast message • Agent reskilling

  6. CTI connector Computer Telephony Integration to handle a large number of incoming calls efficiently with minimal stress • Unified view of customer information • Call controls embedded within the application • CRM Screen Transfer, Click to Dial, Intelligent Dialing & more • Enhanced reporting with queues/skill group live feed

  7. Agent scripting tool Dynamic guided agent scripting tool for agents to handle calls like a pro and offer a quick resolution • Created as per the call flow • Seamless integration with other software • Easy edits as and when required • Maintain regulatory compliance

  8. info@novelvox.com www.novelvox.com +1888544808

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