Supervisor Workspace

With its user-friendly interface, the Supervisor Workspace simplifies daily tasks while offering access to crucial call center analytics and powerful call monitoring tools, ensuring optimal efficiency and exceptional customer service.

Key Components of the Supervisor Workspace

The MightyCall Supervisor Workspace includes an array of essential features to support supervisors in their daily activities:

1. Dashboard: Supervisors can use the dashboard to see the vital call center metrics and real-time data, allowing for easy access to important information and facilitating data-driven decision-making. You can view the important real-time statistics:

• Real-time online calls, calls that are waiting to be answered, the longest waiting time, and missed calls for the last hour;
• Average Waiting Time (AWT), which is the average response time including all agents in all call actions over the last hour;
• Service level, which measures the percentage of incoming calls that are answered within a predetermined time frame.

2. Agent Management: Supervisors can effortlessly manage their team by tracking agent availability, assigning tasks, and monitoring performance, all from within the Workspace interface.
3. Call Monitoring Integration: The Supervisor Workspace provides seamless access to powerful call monitoring tools like call recording, call listening and call whispering. Supervisors can easily oversee agent performance during live calls and offer timely assistance or intervention as needed. When there are ongoing calls, a supervisor can use one of the available call monitoring methods to coach agents:

• Call listening is for when you want to listen to the call without interfering.
• Call barging is used when a supervisor needs to interfere with an on-going call to help a struggling agent and talk directly to the customer.
• Call whispering is when a supervisor wants to help the agent without letting the customer know.
• Call intercept disconnects the agent from the call, and the supervisor takes over the conversation.

Choose the most appropriate method for each case, and elevate the customer experience!

Advantages of the Supervisor Workspace

The MightyCall Supervisor Workspace offers numerous benefits to call center supervisors and their teams:

• Streamlined Efficiency: Simplify team management and performance monitoring with a single, intuitive interface.
• Data-Driven Decision-Making: Gain access to real-time statistics and crucial call center analytics for informed decision-making and strategic planning.
• Ongoing Improvement: Leverage advanced call monitoring and reporting features to identify growth opportunities and optimize team performance.
• Outstanding Customer Service: Guarantee top-notch customer interactions by providing real-time support to agents and monitoring their performance during live calls.

Elevate your call center operations with the MightyCall Supervisor Workspace. With cutting-edge management and monitoring capabilities at their disposal, supervisors can optimize team performance, streamline daily tasks, and ensure exceptional customer service. Experience the transformative power of the Supervisor Workspace and unleash your call center’s full potential today.