Call Center Performance: How to Supervise Calls?
00:00 - Intro
00:08 - Main supervisor dashboard in MightyCall
00:24 - Call center performance metrics
00:58 - Live call monitoring methods
01:46 - MightyCall's Support contacts
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In this video, Daria provides a detailed tour of the Supervisor workspace in MightyCall. Discover how this workspace transforms your management and oversight capabilities in call center operations.
SUPERVISOR DASHBOARD OVERVIEW
REAL-TIME STATISTICS
Track online calls, queued calls, longest wait times, and missed calls over the last hour.
KEY METRICS
Average Waiting Time (AWT) and Service Level, offering insights into average response times and call answering standards.
LIVE CALL MONITORING
Utilize options like Call Listening, Call Whispering, Call Barging, and Call Intercept to manage calls effectively.
ADAPTIVE INTERACTION STRATEGIES
These features enable supervisors to guide agents discreetly, intervene when necessary, and take over calls for direct customer engagement.
The Supervisor workspace in MightyCall empowers you to enhance customer interactions and fully utilize innovative call management strategies. For further queries, our support team is always ready to assist. Happy calling!
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