Control costs, timetables, workgroups, and services with ease.
SMILE.CX OPERATIONS
CX Remote control room
Optimize your performance and profitability through agent management and resource optimization.
Effective management of staff and activities within a Contact Center is crucial for maximizing efficiency and profitability. However, not all companies possess the necessary resources, expertise, and tools to effectively oversee their Contact Center operations. Outsourcing this service becomes essential to fully leverage its potential.
Introducing CX Remote Control Room, a comprehensive solution harnessing years of experience managing tens of thousands of agents across the globe. It handles agent and team management, offering meticulous planning that enhances allocation of resources, improves performance and avoids waste of hours. Additionally, it generates real-time reports, providing continuous monitoring to bridge the gap between planned and actual results.
Product benefits
Agent and team management
Effortlessly upload all agent profiles and details into our management system. Create work teams and define offered services within the system to ensure real-time updates and accuracy.
Shift management enhanced
Our Planner Engine goes beyond traditional shift management. It considers various elements such as productivity, skill , and characteristics of services impacting daily operations, ensuring seamless resource optimization.
Comprenhensive reporting
We provide ongoing monitoring of key performance indicators (KPIs), delivering regular reports to our customers. Immediate notification of any alarms or anomalies ensures swift action and resolution.
Key Features
Comprehensive Management of Service Parameters
Resource allocation optimization:
Strategically streamline your resource allocation by meticulously crafting a production plan that aligns perfectly with demand and leverages available resources, ensuring optimal efficiency and effectiveness in meeting your objectives.
Continuous System Parameter Updates
Ensure system parameters are always up-to-date for optimal performance.
Periodic Reporting of Key Performance Indicators (KPIs) and Results
Stay informed with regular reports on KPIs and results.
Delta Reporting Between Planned and Actual Results
Identify discrepancies between planned and actual outcomes for proactive adjustments.
Functional specifications
CX Remote Control Room is an additional service of our Smile.CX Operations software. It is a cloud-based software accessed via any web browser, eliminating the need for PC installation. Enjoy the same intuitive user interface as the entire Covisian product suite, ensuring seamless navigation and user experience.