WEM Aspect
Quality monitoring real-time dashboards + coaching
Elevate your team’s efficiency using Nextiva Contact Center’s quality monitoring tools. Improve customer service & agent productivity.
Monitor performance & react faster.
Cost Savings on Quality Monitoring
Built-in quality monitoring eliminates the need for third-party systems, saving between $50 to $125 per agent per month. AI catches what human reviewers miss.
Proactive Supervisory Control
Real-time dashboards empower supervisors with the ability to intervene during transactions, offering timely assistance to agents and improving customer interactions.
Enhanced Performance Insights
Real-time dashboards deliver immediate insights into SLAs and KPIs across campaigns, interactions, and users, facilitating quick and effective course corrections.
Effective Over-the-Shoulder Coaching
Supervisors can discreetly guide agents during transactions through over-the-shoulder coaching, reducing customer friction and enhancing task completion, which simplifies training processes.
Exceed goals with quality monitoring.
Performance Management
Instant assistance
Personalized support
Performance Management
Performance management in contact centers is a key factor in delivering a unified customer experience. Nextiva’s analytics tools provide real-time data and insights, enabling managers to monitor and evaluate agent performance effectively. This functionality allows for the identification of both high performers and those who may need additional training or support.
By leveraging these insights, managers can make informed decisions to improve service quality. Tailored coaching sessions can be organized based on specific areas of improvement identified through data analysis. This targeted approach ensures that each agent receives the support they need to excel, contributing to the overall success of the team and enhancing the customer experience.
Furthermore, Nextiva’s performance management tools facilitate the setting of clear, measurable goals for agents. This clarity helps in aligning individual objectives with the broader goals of the contact center, ensuring a cohesive effort towards delivering a superior customer experience. Through regular monitoring and feedback, agents stay motivated and engaged, knowing their contributions are valued and directly impact the center’s success.
Instant assistance
Instant assistance through Nextiva’s contact center software streamlines customer service operations. This feature allows agents to quickly access customer information, reducing wait times and improving the overall customer experience. With instant access to data, agents can resolve issues faster and more efficiently.
Incorporating instant assistance into your contact center software setup enhances your team’s ability to handle inquiries. This capability ensures that every customer interaction is informed and personalized, leading to higher satisfaction rates. Agents can swiftly navigate through customer histories, making it easier to provide relevant solutions without unnecessary delays.
Nextiva’s approach to instant assistance in contact center software is about making every conversation count. By equipping agents with the right tools, businesses can improve their service quality and build stronger relationships with their customers. This feature is a key component in delivering exceptional customer support, ensuring that help is always just a moment away.
Personalized support
Personalized support stands out as a key feature for any contact center provider, including Nextiva. This feature allows businesses to tailor their customer service approach, ensuring that each interaction is not only efficient but also meaningful. By leveraging data and customer history, agents can anticipate needs and provide solutions that are specific to each caller. This level of personalization enhances customer satisfaction and loyalty.
For a contact center provider, offering personalized support means equipping agents with the tools and information they need to make every customer feel valued. Nextiva achieves this by integrating customer relationship management (CRM) systems and other data sources. This integration gives agents immediate access to a customer’s previous interactions, purchase history, and preferences. As a result, agents can address concerns more effectively and make recommendations that resonate with the customer.
Implementing personalized support also involves training agents to use data insightfully. Nextiva ensures that its agents understand how to interpret and apply customer information during calls. This approach not only solves immediate issues but also builds a stronger connection between the business and its customers. Personalized support, as provided by a contact center provider like Nextiva, turns routine customer service calls into opportunities for deepening customer relationships.
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.