CafeX Communications, a supplier of mobile and Web engagement solutions,has released Supervisor Assist, a live coaching solution that enables contact center supervisors to listen to, observe, and interact with agents in real time during customer calls directly from any Web browser.
Supervisor Assist helps companies onboard new agents and provide ongoing mentoring, even for teams distributed across locations or even working from home. It also enables coaches to see agent desktops during customer calls. The coach can start Wb chats with the agent, use spotlight pointers to highlight important areas, and even take control temporarily to click on links, files, or type in text on agent computers.
The Supervisor Assist application integrates automatically with most leading contact center platforms.
"In an environment where technology and customer demands are constantly changing, the tools to support the supervision and management of agents have historically lagged. Web-based coaching solutions, like CafeX's Supervisor Assist, that enable real-time, multichannel engagement between coaches and agents help extend quality programs, allowing both agents and businesses to be more successful," said Sheila McGee-Smith, principal at McGee-Smith Analytics, in a statement.
"CafeX is excited to launch Supervisor Assist, a product that builds on our award-winning Live Assist solution to create highly interactive mentoring experiences for customer-facing staff," said Kris Hopkins, chief strategy officer at CafeX, in a statement. "CafeX's live observation and assistance solution improves agent skillsets and performance while enhancing first call resolution and customer satisfaction metrics."