One of the most powerful features of WFM tools is real-time monitoring. Tactium IP provides a detailed view of what is happening at any given moment in the call center, such as average wait time, handling time, and the number of missed or transferred calls. With this view, managers can make quick and effective decisions to adjust the number of agents or change resource allocation quickly. In addition, the platform allows you to monitor the individual productivity of each agent, allowing managers to quickly identify potential bottlenecks or areas for improvement.
3. QUALITY MANAGEMENT AND CONTINUOUS TRAINING
Tactium IP also integrates quality management tools, which new zealand whatsapp data are essential to ensuring that agents provide high-quality service. The platform allows call recordings, which can be analyzed later to assess agent performance, identify service failures, and offer personalized training.
4. DATA ANALYSIS AND DETAILED REPORTING
The platform provides detailed reports on call center performance that managers can access at any time. These reports cover a wide range of metrics, from call volume to agent efficiency analysis, response time, and abandonment rates. This data allows for in-depth analysis of the operation, helping to identify trends and make more informed decisions.
BENEFITS FOR COMPANIES
By integrating WFM tools into our platform, Tactium offers a series of benefits to companies that operate call centers in a wide range of segments. Let’s highlight some of the main benefits:
Improved customer experience;
Increased team productivity;
Greater employee satisfaction.