Joined Up Thinking

Creating Consistency Across Channel

The key to DigiDesk’s success has been consistency; no matter which channel a customer chooses to use to contact your business, the platform offers a consistent set of MI (Management Information) and a consistent agent experience.

Whether it’s a voice call or a digital contact, the Analysis and Supervisor Dashboard sections of DigiDesk provide the same level of powerful real-time monitoring and an almost identical set of KPIs (Key Performance Indicators).

Even more importantly, the agent experience is consistent across voice, email, chat and social media channels. This means agents can easily ‘blend’ across channel to answer, engage and respond to customers consistently and effectively.

Analysis

Whether it’s a voice or digital contact, track the volume of all contacts across channel, the sentiment of each contact, monitor individual mentions and view a range of other ‘widgets’ in real-time.

Analysis

Whether it’s a voice or digital contact, track the volume of all contacts across channel, the sentiment of each contact, monitor individual mentions and view a range of other ‘widgets’ in real-time.

Supervisor Dashboard

Track a consistent set of KPIs (Key Performance Indicators) across channel, to include volume of contacts, average response times and performance against a defined SLA (Service Level Agreement).

3. Supervisor Dashboard

DigiDesk has a dedicated supervisor dashboard which monitors a range of KPIs (Key Performance Indicators). Track how many reviews have come in, how many are assigned to agents, how many have been completed and check overall performance against a defined SLA (Service Level Agreement).

Agent Workplace

Agents can track their own performance statistics and manage customer contacts, across channel, with a consistent experience to answer, reply and respond to customers effectively.

Agent Workplace

Agents can track their own performance statistics and manage customer contacts, across channel, with a consistent experience to answer, reply and respond to customers effectively.

Audit Trail & Reports

Every customer contact and agent interaction is stored in a comprehensive audit trail, with a range of multi-channel reports to monitor performance and provide powerful text analytics.

Audit Trail & Reports

Every customer contact and agent interaction is stored in a comprehensive audit trail, with a range of multi-channel reports to monitor performance and provide powerful text analytics.

Start A Conversation That Matters

Book a tour of the DigiDesk’s platform, today

Start A Conversation That Matters

Book a tour of the DigiDesk’s platform, today

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