Over the past year, nearly all industries across the world have had to quickly pivot to address a rapidly evolving economic environment and with a rise in calls and digital interactions from customers, the telecommunications sector needs to continue delivering reliable customer service while also adjusting to agents working from home.
Those companies with the tools and flexibility to make the necessary changes have an advantage – and the companies with the ability to effectively analyze contact center performance right now will continue to prevent customer churn and grow revenue by providing a high quality customer experience.
eMite can help effectively manage a remote workforce by providing:
- Real-time operational and agent performance analytics
- Historical agent performance analytics
- Custom KPIs to pull in the data your team needs to analyze remote agent performance
- Sentiment analysis
- Automated Alerts