A successful call center manager is always focused on its team and finding ways to improve
their productivity. Keeping your agents satisfied and motivated while keeping tracks of goals
and deadlines can be challenging sometimes. However, as a call center manager, that is a
skill you need to develop if you want to be great at your job.
It’s not uncommon that managers feel overwhelmed and overlooked when facing so much
pressure every day. To maintain their success, many call center managers are using various
apps and tools which help them by keeping track of everyone’s performance allowing you to
focus on more important matters. In this article, we bring you 5 must have apps for call
center managers which you should already be using.
1. Monday
Sometimes it’s hard even to organize your own activities as there are so many of them, and
memorizing your team’s duties can be really frustrating. To avoid a potential chaos and lack
of quality management, why not use an app that does all of that for you? Monday is being
used in 76 countries by many call center managers due to its simplicity. This solutions
significantly improves communication between your team members and improves their
productivity. Not to mention that by having an app that memorize everything for you, you will
completely eliminate human errors in various processes. If your call center is concerned
about security and privacy, Monday is a great solution for you as it protects all your data
flawlessly.
2. Asana
This is another great call center software solution that suits all types of businesses, from the
smallest one to the ones with thousands of employees. Asana allows you as a call center
manager to easily follow your team’s and each member’s progress as it gathers all details in
one place. By choosing this solution, your team will become more efficient in executing their
daily and other activities and ensure they meet their deadlines. Asana has over 100
integrations to choose from and enables companies to bring emails, files tickets and so
much more to this platform.
3. Gong
If you’re looking for a conversation intelligence platform that will record, transcribe and
analyze all of your sales calls and interactions, Gong is the right choice for you. It will
significantly increase the effectiveness of your sales conversions. This cloud-based app will
enable your team to collaborate and use call intelligence to become more successful while
interacting with your customers. With Gong, call center managers can easily understand
what questions their best call center agents are asking, what is the average time of
discussing prices and what the ratio of talk-to-listen is. Another beneficial feature for
managers is transcription and indexing of all calls so the agents can easily find any
reference they need.
4. When I Work
This is one of the easiest and most effective ways to schedule, manage attendance and
communicate with your team members from your mobile device or your computer. It’s a
cloud-based solution that helps companies track their employee’s performance by creating
schedules, adding new activities to the calendar, review timesheets and fill shifts. Your team
members will get mobile alerts each time their schedule changes and they can request a
shift change or time off through the app. It’s a great way to avoid schedule conflict and
improve communication between team members.
5. Agile CRM
This call center software solutions will help your team with its highly efficient tools. With Agile
CRM you can, for instance, close tickets much faster and make sure your customers are
utilizing your product the right way. Numerous features with advanced telephony integrations
such as outbound and inbound calls, call routing, tag-based calling, help desk ticketing, call
recordings and reports, and many others will improve your communication process and the
efficiency of your call center.
Conclusion
Being a call center manager is much easier if you can rely on some of the useful solutions
on the market. Having time to focus more on your team and their performance by giving
them guidance instead of tracking everyone’s processes, goals and deadline all the time will
bring numerous benefits to your call center
