Agent Tooling
Auto Dispositioning and Wrap-Up Timers
Boost your contact center’s efficiency with Nextiva’s Disposition & Wrap-Up Timers. Enhance agent productivity and customer service quality.
Help your team reach peak performance.
Comprehensive Reporting
A wide range of both standard and customizable reports on agent dispositions enables supervisors to effectively monitor campaign progress, whether outcomes are automated or manually determined.
Agent Performance Insights
Agent disposition reports provide insights into individual performance, highlighting strengths and areas for improvement. This allows for targeted coaching, saving supervisors significant time.
Demand Management
The “Wait Time before Auto Disposition” feature helps supervisors manage incoming workload peaks and maintain a consistent pace, enhancing overall service level agreements (SLA).
Adaptive Service Levels
Average call hold times can be tailored based on campaign, agent skill, and the nature of wrap-up tasks. This flexibility is key in multi-campaign environments, which helps reduce agent turnover.
Get back hours of productivity.
Streamlined training
Performance tracking
Faster resolutions
Streamlined training
Streamlined training in contact centers is now more efficient thanks to Nextiva’s innovative approach. This feature simplifies the onboarding process for new agents, allowing them to quickly adapt to their roles. It provides a unified customer experience by ensuring all team members are well-versed in the system from day one.
By focusing on streamlined training, Nextiva helps reduce the time and resources typically required to train new staff. This approach not only speeds up the training process but also enhances the overall performance of contact center teams. Agents become capable of handling customer inquiries more effectively, leading to improved satisfaction rates.
Nextiva’s commitment to a unified customer experience is evident in its training solutions. These tools are designed to equip agents with the knowledge and skills needed to deliver consistent service. As a result, businesses can maintain high standards of customer care, reflecting positively on their reputation and bottom line.
Performance tracking
Performance tracking in contact center software is a key feature that helps businesses monitor and improve their customer service. This tool allows managers to track the performance of their agents in real time, providing insights into call volume, call resolution times, and customer satisfaction levels. By understanding these metrics, businesses can identify areas for improvement and make informed decisions to enhance their service quality.
With performance tracking, contact center operators can set benchmarks and goals for their teams. This encourages agents to maintain high standards of customer service and helps managers recognize and reward top performers. It also identifies training needs, enabling targeted coaching sessions to improve skills where they are most needed.
Additionally, performance tracking supports strategic planning. By analyzing trends over time, businesses can predict busy periods and plan staffing accordingly. This ensures that the contact center is always adequately staffed, reducing wait times for customers and improving their overall experience.
Faster resolutions
Faster resolutions are key for any contact center provider aiming to improve customer satisfaction. Nextiva’s features enable agents to quickly access customer information, reducing the time spent searching for data. This capability ensures that agents can address customer issues more efficiently, leading to faster resolutions.
With Nextiva, contact center operators have tools at their disposal that streamline communication. Features like call routing and interactive voice response (IVR) systems direct customers to the appropriate agent without delay. This setup not only speeds up the resolution process but also enhances the overall customer experience by minimizing wait times.
Additionally, Nextiva’s analytics tools play a crucial role in achieving faster resolutions. By analyzing call data, contact center providers can identify common issues and trends. This insight allows for the optimization of response strategies, ensuring that agents are better prepared to handle customer inquiries swiftly and effectively.
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.