A company that’s long been known for its devotion to putting performance first, CafeX recently announced the delivery of a new solution for contact centre performance. With the delivery of their “Supervisor Assist” application, CafeX is providing an instant one-click solution for enterprises who need to provide exceptional customer care.
The Supervisor Assist solution offers coaching to contact centre agents, and it’s compatible with many of the most popular contact centre vendors, including Genesys, Avaya, Cisco, and more. CafeX will be distributing the application through their huge collection of channel partners, to assist the modern contact centre in reducing costs, improving workforce operations, and delighting customers.
Improving Customer Experience
With a no-obligation free trial for the Supervisor Assist software, contact centres can check out the benefits for themselves. This is fantastic news for enterprises that want to prove the ROI of a system that improves call resolution, average handle time, and other key performance metrics, before placing an investment.
Ultimately, the software is designed to consolidate, and analyse the conversations that occur between customers and agents. Supervisor Assist can watch over whatever is going on within the contact centre, highlight spaces on an agent’s screen, and provide guidance over web chat too. Agents can either directly ask for help themselves, or the system can be initiated automatically based on real-time analytics that can be used to determine when a conversation might be going south.
The Possibilities of Supervisor Assist
Supervisor Assist could be a powerful tool for a range of industries around the world today. According to Nick Adams, the vice president of field operations and worldwide sales for CafeX, Supervisor X can dramatically transform and improve the operations of agents in the contact centre, minimising the need to seek supervisory support.
With Supervisor Assist, companies can train their new agents for customer service more effectively, and provide real-time on-the-job coaching for experts who need help improving the customer experience during a tricky interaction. Service agents either request assistance themselves without having to place callers on hold, or the real-time analytics engine can deliver support automatically – improving performance instantly.
The Supervisor Assist system is also equipped to help enterprises deal with intervention scenarios, such as helping the financial service industry to detect potential instances of fraud. If dangerous transactions are attempted, the system simply jumps in and notifies the supervisor, who can run a real-time evaluation for validation while the customer stays on the line.
Ultimately, we think that the new Supervisor Assist solution from CafeX could be a powerful tool for contact centres. As real-time analytics and customer experience become more deeply intertwined, technology that allows contact centre agents to provide a more effective experience for customers, while minimising costs, is always going to see great adoption. We’re excited to see what comes next from CafeX.
