Give your supervisors the tools they need to steer and monitor your contact center activity in real time, optimize the performance of your advisors with the right features to support them and improve customer satisfaction.
All your voice and digital channels on a single interface.
All key management indicators visible in real time.
Manage your teams to optimize performance.
Make quick decisions to improve the experience.
Customizable dashboards for each supervisor provide real-time statistics on all your interactions. Your managers can easily view the activity and availability of your teams, so as not to miss any opportunities, and analyze their teams’ performance thanks to turnkey reports.
Consolidate your data and analyze your contact center activity with Eloquant’s omnichannel solution. Your supervisors will have access to statistical data and customizable dashboards to support advisors and improve their conversations with customers.
Provide continuous support with features such as double listening, call recording, whispering, personalized messaging and quality monitoring. You support your agents and help them to progress.
Adopt a data-driven approach to take advantage of information gathered throughout conversations with customers. Real-time supervision gives your managers easy access to detailed views of advisor activity and traffic, for excellent visibility and fine-grained control.
Presentation of KPIs relevant to your business.
To highlight any thresholds your KPIs may have exceeded.
Your voice interactions recorded for easy transcription and analysis.
Discreet listening without the caller being able to hear you.
Your KPIs natively available to build exportable reports.
Animate your teams with wall displays.
Your data in various forms (gauges, tables, histograms….)
Accessible data with extended retention time.
Downloadable ticket files for the selected period.
A unified, centralized platform to manage, orchestrate, measure and analyze conversations with your customers. Listen to the voice of your customers and act in real time on the drivers of satisfaction or dissatisfaction to improve the Customer Experience.
Are you intrigued? Need to know more before taking the plunge?
Real-time supervision lets you synchronously monitor: your teams’ activity (on which channels they are connected), their performance (number of interactions handled, quality of customer interactions on all channels, customer waiting times on the various queues… and other indicators to best manage your contact center and offer your customers the best possible experience.
Eloquant offers the ability to monitor various key indicators, such as response rate, waiting time, interaction volume, customer satisfaction and service quality in real time.
Yes, Eloquant lets you customize your dashboards according to the indicators that are most relevant to your company, so you can better manage your business.
Absolutely, real-time supervision enables you to quickly identify incidents or anomalies and take immediate corrective action to ensure quality service.
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