Contact center administrators have a lot on their plates. They have to stay on top of all of their agents and make sure everything is running smoothly every single day. With 24/7 support being a must in this day and age, most contact center administrators are not always working in their office or even at the call center. In some cases, the contact center agents are not even working together in a single call center. With 3CLogic, not only can agents sign in from anywhere that they have internet, administrators can log into the contact center portal online from any web browser. This way, administrators can check reports, adjust projects, assign leads, and more; from their smart phone or tablet, with no app needed. They simply log into the portal from any web browser of their choosing: Firefox, Internet Explorer, Chrome, etc.
In an article at toptechnews.com, John Cray writes about three key areas that contact centers should focus on to turn the contact center into a true profit center. One of the three key areas to becoming a profit center is embracing customer and employee mobility. Cray writes that, “Mobile solutions also allow contact center supervisors to do their jobs without being tethered to workstations and to be more engaged with the struggles/challenges their subordinates face.”
Administrators also have the ability to listen, whisper, or barge-in on their agents’ calls. The listen feature allows them to listen to the call, whisper allows them to talk to their agent without the customer knowing and barge-in allows administrators to add themselves to the call and speak with both the agent and the customer. These are great tools to help out beginner agents and coach them up. 3CLogic also offers 100% call recording so administrators can evaluate and monitor their agents’ performance.
3CLogic wants to make call center administrators’ jobs easier. With 3CLogic’s mobile access for administrators, 100% call recording, listen, barge-in and whisper features, and more; administrators have everything they need at their fingertips to transform their contact center to a profit center.