Empower supervisors to lead with confidence
Supervisors are the backbone of a well-run contact centre. With QContact, they have the tools to monitor agent performance, ensure consistent service, and drive team success.
From real-time insights to live coaching tools, QContact makes managing teams easier, streamlining workflows, and enhancing customer satisfaction. Empower your supervisors to lead with data, focus on what matters, and guide their teams to deliver exceptional service every day.
Real-time team insights
QContact’s Supervisor Screen provides an at-a-glance overview of agent activity and key performance metrics like average handle time, abandonment rate, and customer satisfaction. Stay on top of performance in real time and identify areas for immediate improvement.
Live coaching tools
Support your agents in the moment with live listening and whisper functionality, enabling supervisors to guide calls discreetly. Use instant playback and call transcripts to deliver impactful feedback and plan targeted coaching sessions.
AI-driven performance analysis
Leverage AI tools like sentiment analysis and conversation summaries to assess team performance effortlessly. Track compliance, customer sentiment, and adherence to processes, giving supervisors the insights they need to make data-driven decisions.
Customisable reporting
Streamline team management
Supervisors can track agent activity in real time with features like agent activity timelines, live queue views, and pause code management. Monitor the flow of conversations, spot bottlenecks, and ensure every task is completed on time.
Enhance training and engagement
With QContact, supervisors can plan and deliver effective coaching sessions, keeping agents engaged and reducing burnout. Real-time feedback, instant call playback, and AI insights ensure training is timely and actionable.
Deliver consistent service quality
Keep customers happy by ensuring every interaction meets your standards. QContact equips supervisors with tools to manage workflows, monitor SLAs, and maintain consistency, even during high-pressure periods.
Improve operational efficiency
Reduce time spent on manual tasks with features like automated responses, disposition codes, and self-service flow analysis. With QContact, supervisors can focus on strategy and team development, not admin.
