Click2Coach Cloud Workforce Optimization Software is a contact center workforce optimization solution that helps clients to record customer interactions such as phone calls, emails, chat conversations and social media interactions. The software offers functionalities such as customer interaction analytics, agent evaluation and coaching, and also has both call center and help desk capabilities. The Click2Coach solution also offers desktop training tools to assist agents in improving their customer service interactions.
Click2Coach Cloud Workforce Optimization Software is a contact center workforce optimization solution that helps clients to record customer interactions such as phone calls, emails, chat conversations and social media interactions. The software offers functionalities such as customer interaction analytics, agent evaluation and coaching, and also has both call center and help desk capabilities. The Click2Coach solution also offers desktop training tools to assist agents in improving their customer service interactions.
Specifications
Business Size
Small
Deployments
Cloud
Language Support
English
Platforms
Product Details
Features
Voice & Screen Recording
Audio & Video Playback
Desktop Activity Recording
Enhanced Search Of Recordings
Annotations Within Recordings
Customizable Evaluation Templates
Performance Dashboard
Data Analytics & Tagging
Performance Reports
Coaching Tools
Agent Training/Elearning Materials
Training Delivery To Agent Desktop
Net Performance Scores
Benefits
Customer Interactions
In addition to recording the voice and screen during agent and customer interactions, you can also record keystrokes and application workflow that the agent carries out before, during & after the interaction.
Voice & screen recording
Playback voice & screen recordings at any time in order to analyze them. Stop, fast forward, rewind and annotate them as you go.
Customizable Evaluation Templates
Create and publish customizable evaluation templates in order to share your assessment of your agents' performance based on your company's KPIs.
Agent Training/Elearning Materials
Use the summary of trending topics, such as keywords, agent keystrokes and apps they use, to decide which skills need to be improved on and plan coaching & author training material in accordance.
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