PRESS RELEASE: TeleTech Technology announced the launch of a free sixty-day trial of Supervisor Assist, the award-winning solution from CaféX Communications® for remote live coaching and training of contact center agents over the web. This turnkey offer allows companies with Cisco® and Avaya collaboration systems to pilot Supervisor Assist’s over-the-shoulder online coaching experience from any web browser.
While in the office or on the move, a supervisor or mentor can listen to agent-customer conversations while calls are in progress, text chat with agents, view and spotlight areas on the agent’s screen, as well as click through and enter text on the agent’s desktop to provide guided assistance.
Supervisor Assist improves contact center performance in a number of areas, including remote agent observation and coaching, peer mentoring, distance training, new employee onboarding and customer service escalation management. Agents become more proficient more quickly, which helps contact centers improve key indicators such as first call resolution and customer loyalty scores. The solution also complements existing quality management and customer analytics programs by taking a more proactive, real-time approach to agent monitoring and assistance.
“Supervisor Assist allows for hands-on management of customer-facing employees, whether the staff is in the other room… or on another continent,” said Steve Pollema, president, TeleTech Technology. “The ability to onboard, monitor and jump in to help remote workers through a webpage or a mobile app gives managers unprecedented insight and control over contact center operations.”
“TeleTech Technology and CaféX enjoy a strategic partnership aimed at transforming mobile and web customer experiences through real-time engagement,” said Nick Adams, executive vice president of worldwide sales and field operations at CaféX. “By focusing on agent empowerment, Supervisor Assist augments existing systems to help customer-facing teams achieve a rapid return on investment driven by improved service delivery and lower operational costs.”
For more information, please visit Supervisor Assist to discover how you can improve your call center agent performance – and your customer experience, with real-time coaching and remote collaboration.