Agent Tooling
Cherry Picking – a great way to work as a team (ACD alternative)
Enhance your customer service experience with Cherry Picking Tools from Nextiva Contact Center. Ideal for business leaders seeking efficiency.
Deliver better service with agent autonomy.
Tailored Work Allocation
Cherry picking allows agents to select tasks from a queue at their own pace, ideal for experts focused on quality over quantity. This method enables supervisors to differentiate workloads, enhancing agent performance and reducing turnover.
Dynamic Queue Management
Supervisors have the ability to manually assign work items to different queues as needed, helping to balance workload and improve service level agreements (SLAs).
Efficient Digital Workflow
A split agent workspace facilitates seamless transitions between digital interactions. As tasks are completed, agents can efficiently move to new interactions, improving real-time response capabilities and SLAs.
Enhanced Team Collaboration
Cherry picking integrates with the company directory to facilitate discussion of topics or queues among team members. This collaboration reduces average handle times and raises first-contact resolution rates.
Smarter customer service tools for all.
Real-time analytics
Task prioritization
Faster solutions
Real-time analytics
Real-time analytics in contact centers play a pivotal role in enhancing the unified customer experience. By providing instant access to data, managers can make informed decisions swiftly, improving both the efficiency and effectiveness of their operations. This immediate insight helps in identifying trends, spotting issues before they escalate, and tailoring services to meet customer needs more accurately.
In the context of unified customer experience, real-time analytics enable a seamless integration of various communication channels. This integration ensures that customer interactions are not only consistent across platforms but also personalized. It empowers agents with the knowledge they need to address customer queries effectively, leading to higher satisfaction rates.
Furthermore, real-time analytics serve as a critical tool for training and development within contact centers. By analyzing interactions as they happen, supervisors can provide immediate feedback to agents. This not only helps in correcting mistakes in a timely manner but also in recognizing and reinforcing positive behaviors, contributing to a culture of continuous improvement and excellence in customer service.
Task prioritization
Task prioritization in contact center software is a feature that helps teams manage their workload effectively. By sorting tasks based on urgency and importance, agents can focus on what needs immediate attention. This ensures that high-priority issues are addressed first, improving customer satisfaction and efficiency.
In the context of Nextiva’s contact center software, task prioritization allows managers to assign tasks to agents based on their skills and current workload. This not only streamlines the workflow but also prevents any single agent from becoming overwhelmed. As a result, the team can handle a high volume of inquiries without compromising on the quality of service.
Moreover, task prioritization supports the overall performance of the contact center. It helps in identifying bottlenecks and areas that require additional resources or training. By analyzing task completion rates and customer feedback, managers can make informed decisions to enhance the team’s productivity and the customer experience.
Faster solutions
Faster solutions in contact centers are now achievable thanks to Nextiva’s advanced features. These tools are designed to streamline operations and improve customer service. For instance, the integration of AI to analyze call patterns helps in predicting high-volume periods. This allows managers to allocate resources more efficiently, ensuring that customer wait times are reduced and service quality is maintained.
Another key feature is the use of automated workflows. These can handle routine inquiries without human intervention, freeing up agents to focus on more complex issues. This not only speeds up response times but also enhances the overall customer experience. By automating simple tasks, contact center providers can ensure that their teams are more productive and that customers receive the help they need quickly.
Moreover, Nextiva’s real-time analytics offer insights into call center performance. Managers can use this data to make informed decisions about staffing and training. This proactive approach to managing call volumes and agent performance leads to faster solutions and more satisfied customers. In essence, these features empower contact center providers to deliver superior service efficiently.
Nextiva powers 1 million+ users and billions of interactions annually.
See how Nextiva can help your business deliver exceptional experiences as you engage, market, sell, and service.