SUPERVISOR EXPERIENCE
CARES provides solutions to help supervisors successfully monitor, motivate, manage and develop their teams.
CARES Supervisor Dashboard
REAL-TIME DATA
Monitor and react accordingly with real-time agent and group performance metrics.
REAL-TIME GRAPHICS
Supervisors select the parameters to monitor, display types and share permissions.
SOLID HISTORICAL DATA
Make informed decisions with powerful business intelligence and historical reporting options.
ALERTS PANEL
Select types of alerts, variable parameters, and limits that will generate an alert.
BANNER MESSAGE
Send agents custom messages and display real-time statistics atop the Agent Toolbar.
AGENT STATUS
Boost efficiency by displaying agents’ availability to take calls to the entire team.
Call & Screen Monitoring
Great tool for onboarding, training, and optimizing Quality Assurance.
CALL BARGE-IN
Listen live and assist agent as needed to maintain service quality and resolve issues quickly.
Voice & Screen Recording
Recording call audio and screen activity ensures agents follow protocol, maintain call discipline, and deliver desired caller experiences.
Search Call Recording
Select from 20+ criteria to quickly and easily search stored recordings for replay and scoring.
CARES AFTER CALL SURVEY
Solicit customer insight to identify concerns and growth opportunities and promote evangelism.
Integrated Scorecard
Establish criteria to measures agents’ performance and identify opportunities for improvement.
Accurate Real-Time And Historical Data To Help You Determine:
What types of calls are we getting?
Where should we focus training efforts?
Where to invest in technology?
How much staff is really needed?
Who are my top performers, and what do they do differently?
What processes may be automated?
