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e-Glue Announces New Supervisor-Assisting PlatformBy DAVID R. BUTCHER, Assistant Editor, Customer Interaction Solutions
e-Glue Business Technologies, a provider of real-time adaptive solutions for customer interaction, today announced the release of e-Glue Focus, a new software platform designed to assist supervisors in improving contact center performance.
The purpose of Focus is to enable companies to increase revenues, maximize efficiency and improve quality of service. Built upon e-Glue Direct (formerly known as Guideline), the company’s flagship customer interaction management solution, Focus provides alerts that are precisely aligned with the contact center’s business objectives. It aims to increase revenues by notifying supervisors when an important customer is on the line or when a new agent is attempting to make a sale. When a call takes longer than a given amount of time, Focus can detect potential fraud attempts or alert a supervisor. The alerts can also trigger quality monitoring systems to record calls that are of high interest to the company.
According to the company’s new-product announcement, Focus helps supervisors compare performance against set business goals, against historical results, or between different teams.
Focus is also aimed at facilitating quick communication between agents and supervisors. For supervisors, the software platform provides immediate access to contact center agents via instant messaging; this way, they can provide real-time guidance for a call that is taking place. Supervisors are provided with direct access to the information on the agent’s screen and comprehensive customer information. Essentially, Focus both alerts supervisors when they are needed and provides them with the information and tools needed for an effective response.
“It’s important for supervisors and agents to monitor performance in real time, so if performance is suffering, they can make changes right away,” said Shay Grinfeld, President, Americas, e-Glue Business Technologies, in a company statement.
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David R. Butcher is Assistant Editor of Customer Interaction Solutions. To see more articles by David Butcher, visit his archive.
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