Monitoring & Coaching
Real-time monitoring and coaching functionality built into your contact centre
Improve Agent Performance
ipSCAPE provides real-time monitoring and coaching capabilities that are built into your contact centre.
Listening to live 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 Wallboards & Reports
Monitor the performance of your team and easily identify opportunities for improvement.
Wallboards present real-time contact centre performance management.
Empowering your 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 agent performance and improve customer satisfaction
The ipSCAPE platform provides you with all the coaching and monitoring capabilities to enable your agents to exceed customer expectations.
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 recording is available on all inbound and outbound ipSCAPE campaigns. Call recordings can be used to monitor your agent calls and rate their performance.
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 customers. Configurable so a customer who inputs a low score can be automatically routed to a supervisor who can address the issue immediately.