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Remotely monitor, train, and mentor your customer-facing employees.
Ensure associates of varying skill and experience levels provide a consistent customer experience.
Give each representative the coaching needed to do the job with confidence.
Mentoring is critical to build your staff’s skills and monitor performance, whether they’re working out of the office, a remote location, or even from home. Supervisor Assist allows companies to overcome barriers of location to meaningfully coach every employee.
Real-time coaching gives staff the tools needed to provide a consistent customer experience. With Supervisor Assist, managers are no longer constrained by geography, and can provide the skills-boosting, hands-on help that CSRs need to do their jobs with confidence.
Rising customer expectations, rapid turnover and the high cost of attrition underscore the importance of effective training programs for customer-facing staff. Supervisor Assist, powered by CaféX, is a real-time coaching solution for today’s omnichannel and mobile workplace, enabling contact center supervisors to listen to, observe, and interact with agents during customer interactions.
Almost 100% of global consumers say that customer service is very or somewhat important in their choice of and loyalty to a brand. Recognizing the pivotal role the CSR plays as the first – and most likely, the only – employee to interact with customers, it makes sense to have real-time supervisor assistance for your customer-facing staff.