Manager Assistant

A Tool For Transforming The Game – It’s About Time

Contact center managers operate in a high-paced and stressful environment. Dealing with upset customers, frustrated agents, continuous staff turnover, management reporting demands, and a myriad of other operational and human resource issues, requires a large dose of perseverance and skill. Motivating team members to higher levels of performance in times of dwindling budgets and super high customer expectations is a huge challenge managers must overcome.

EXALEAD understands and cares about the issues confronting contact center managers today. Our experience in contact center operations provided the real-world knowledgebase used in the development of EXALEAD OneCall. We know that success in the contact center is multi-dimensional, but that engaged and productive agents are the cornerstone for delivering excellent customer service. Our Agent Desktop solution transforms the way agents work, empowering them with simple to use, yet highly effective tools to succeed in selling and servicing like never before. With more motivated, engaged, and productive agents on-hand, managers can spend more time on important training, coaching, and contact center optimization activities.

EXALEAD OneCall offers mangers a number of highly useful operational tools including,

• Single screen viewing of team and agent activities
• Real-time operational dashboards and analytics
• Workload balancing and optimization
• Consolidated KPI and trend reporting