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 other digital channels. This means agents can easily ‘blend’ across channel to answer, engage and respond to customers consistently and effectively.
Analysis view
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):
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:
Next steps
If you’re trying to manage multiple contact channels across your contact centre, please consider contacting us here to arrange a quick Webex and an overview of how DigiDesk can help you to manage your customer contacts more effectively.
