Reinventing Agent-Supervisor Collaboration in the Mid-market Contact Centre

Tollring empowers customer-facing teams with new functionality

4
Sponsored Post
Empower-customer-facing-teams-tollring
Contact Centre

Published: July 16, 2020

Rob Scott

Rob Scott

Customer experience is the most essential focus for businesses from any industry today. Companies need to ensure that they’re providing their clients with the convenient and reliable interactions they crave. However, achieving that goal can be tricky.

As the marketplace continues to evolve and the way that we communicate with customers changes, it’s not just the larger, traditional contact centres that need productivity tools to manage interactions. Medium-sized businesses, who face the challenge of managing the performance of smaller, distributed or multi-functional teams, are demanding the proven capabilities of contact centre tools, but with fewer unnecessary and complex features. Tollring, one of the market leaders in call analytics and call recording, is looking to deliver new contact centre supervisor and agent workspaces to meet this demand in the mid-market, providing accessible functionality at a reasonable price.

Supporting customer-facing agents with collaborative tools and real-time insights will mean that agents of mid-sized businesses can deliver more meaningful experiences with ease. We spoke to Tony Martino, CEO of Tollring, about the company’s latest innovations for mid-market contact centres.

How is Tollring Empowering the Front Line?

Tollring specialises in call analytics and recordings for SME organisations, to improve insights into customer experience demands.

According to Tony, there has been a rising demand for analytics that support customer-facing teams in the mid-market, so the company is increasing its focus on customer-facing teams within this arena. “We are moving into the agent and supervisor collaboration area.”

“Our focus on this landscape is massively influenced by our customers, and what they need from us to improve staff productivity and customer experience”

How Are You Moving Towards the Mid-Market?

Tony told me that Tollring has been noticing a rise in opportunities within the mid-market, where many companies want key analytics and reporting solutions, but they don’t want a full CCaaS solution.

According to Tony, the ability of a supervisor to understand the needs and predict the performance of their agents is crucial. The more supervisors know about their team, and the more agents are empowered to understand their callers, the more they can deliver a better CX.

“We’re taking our portfolio to a level where we can empower the supervisor to control and influence what agents are doing. This means that companies can be more proactive, rather than just reacting to what they learn later.”

Tollring’s services are tightly integrated with their customers’ calling platforms, which allow businesses to operate without the need for dedicated contact centre infrastructure. “This is key for the mid-market.”

Enhancing Teamwork, Productivity, and Control

Already, Tollring provides supervisors in the contact centre with plenty of information they can use to manage their teams. Historical and trend-based reporting, as well as live customisable wallboards are excellent for teams. Tollring is now building on those functionalities with new levels of control for agent management, calls and queues.

“We’re supporting supervisors to use tools like analytics and predictive resource modelling to make the right decisions in real-time. This means that they can influence customer experiences in advance, rather than just reacting after the fact.”

The collaboration element between the agent and supervisor is an essential part of Tollring’s offering. Chat capabilities, callbacks, call scheduling and call escalation mean that supervisors and agents can get a better understanding of customers and deal efficiently with calls. Enabling and empowering the mid-market with actionable insights and real-time information means that fewer calls will end negatively.

“One of the big areas within the product is getting analytics to the end-user. We’re empowering the people dealing with customers on the phone. We’re creating dedicated agent and supervisor workspaces where people can work together to deliver the best experience.”

According to Tony, better insights into customer satisfaction scores and essential CX information means that agents can do a better job and also understand when they need to do things differently.

How Are You Making Better CX Simple?

Tony Martino, CEO of Tollring (2020)
Tony Martino

By creating a solution that is specially tailored to the mid-market, Tollring ensures that companies don’t have to deal with complex technology that has too many features. Rather than offering a complicated environment with hundreds of unnecessary tools, Tollring is providing a solution that caters to the real needs of mid-market users.

“Our solution is packed with all the key elements that companies need to deliver an excellent experience, and nothing else. We’re using the most relevant data sets to feed the front line with valuable information and help them do their job in a more informed way.

“We did a lot of research to find out which features would actually be useful for people. We wanted to reduce the clutter and unnecessary complications and deliver a solution that really works.”

Helping Teams to Accomplish More Together

Tollring is building a collaborative and conversational environment where agents and supervisors can work together on better experiences for customers. To bring this solution to market, they’ll be speaking to Cisco BroadSoft partners first.

“Our real-time agent supervisor functionalities are crucial in the mid-market environment and will help our partners to address the growing needs of their customers”

As Tollring’s partners increasingly focus on larger mid-market environments, this new proposition will help them to deliver the tools that end-users really need. Tony noted that these latest features will also open the door to more great things as the company evolves.

The new licenses will be available in August 2020.

 

Call RecordingUCaaS
Featured

Share This Post