Give your supervisors the necessary tools to manage and monitor your contact centre activity in real time, optimise the performance of your advisors with the right features that support them, and improve customer satisfaction.
All your voice and digital channels on a unified interface.
All key management indicators visible in real time.
Manage your teams with precision to optimise performance.
Make quick decisions to improve the experience.
Your customisable dashboards for each supervisor provide real-time statistics on your interactions. Your managers can easily visualise team activity and availability to ensure no opportunities are missed, and analyse team performance with ready-to-use reports.
Consolidate your data and analyse the activity of your contact centre with Eloquant’s omnichannel solution. Your supervisors will have access to statistical data and customisable dashboards to support advisors and improve their conversations with customers.
Provide continuous support with features such as double listening, call recording, whispering, personalised messaging, and quality monitoring. You support your agents and help them progress.
Adopt a data-driven approach to leverage insights gathered throughout conversations with customers. Real-time supervision allows your managers to easily access detailed views of advisor activity and traffic, providing excellent visibility and precise control.
Presentation of KPIs relevant to your business.
To highlight any potential breaches of your KPI thresholds.
Your voice interactions recorded for easier transcription and analysis.
Discreet listening without the caller hearing you.
Your KPIs natively available to build exportable reports.
Engage your teams with wall displays.
Your data in various formats (gauges, tables, histograms…)
Data accessible with an extended retention period.
Ticket files downloadable for the selected period.
A unified and centralised platform to manage, orchestrate, measure and analyse conversations with your customers. Listen to the voice of your customers and take real-time action on satisfaction or dissatisfaction levers to improve your customers’ experience.
Are you intrigued? Need to know more before taking the plunge?
Real-time supervision allows you to synchronously track: your teams’ activity (which channels they are connected to), their performance (number of interactions handled, the quality of customer interactions across all channels, customer wait times in different queues…), and other key indicators to efficiently manage your contact centre and provide the best possible experience for your customers.
Eloquant provides the ability to monitor various key indicators, such as the response rate, wait time, interaction volume, customer satisfaction, and real-time service quality.
Yes, Eloquant allows you to customise your dashboards based on the indicators most relevant to your business, enabling you to better manage your operations.
Absolutely, real-time supervision allows you to quickly identify incidents or anomalies and take immediate corrective actions to ensure quality service.
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