Monitoring & Coaching
Real-time monitoring and coaching functionality built into your contact centre
Improve Contact Centre Agent Performance
ipSCAPE contact centre software provides real-time monitoring and coaching capabilities that are built into your contact centre.
Listening to live call centre agent calls enables contact centre supervisors to improve their performance.
Agents can be coached when on the call. Supervisors can silently monitor or join the call and continue the conversation with the customer them self.
Live Call Centre Wallboards & Reports
Monitor the performance of your call centre team and easily identify opportunities for improvement.
Wallboards present real-time contact centre performance management.
Empowering your call centre agents with real-time metrics and feedback helps them work together and self-manage as a team. Agents are more informed and better equipped to make quick decisions to provide the best possible customer experience.
Features to improve call centre agent performance and improve customer satisfaction
The ipSCAPE call centre software platform provides you with all the coaching and monitoring capabilities to enable your agents to exceed customer expectations.
Quality Assurance
ipSCAPE’s inbuilt Quality Assurance capabilities ensure your agents can be evaluated on important contact centre metrics. These metrics cab be used to improve contact centre performance.
Call Recordings
Call recording is available on all inbound and outbound ipSCAPE campaigns. Call recordings can be used to monitor your agent calls and rate their performance.
Comprehensive Training
In-depth supervisor and agent training of the ipSCAPE platform provides confidence you can successfully monitor and coach your agents, throughout your contact centre.
Net Promoter Score
Activate the NPS Survey feature to collect valuable feedback from call centre customers. Configurable so a customer who inputs a low score can be automatically routed to a supervisor who can address the issue immediately.