Over the past year, nearly all industries across the world have had to quickly pivot to address a rapidly evolving economic environment – especially the utilities industry. Contact center managers have been faced with an increase in call volume and online traffic, all while managing a growing remote agent workforce.
Utilities providers need to have the right technology, the right data, and the insights to help manage and train remote agents in order to provide the level of customer service their customers demand.
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
- Gamification
- Automated Alerts