customer

CustomerZone360 NEWS

Free eNews Subscription

8x8 Underscores Success of Supervisor Workspace Solution Introduced in March

By Tracey E. Schelmetic August 25, 2023

Call center supervisors have some of the hardest jobs in business. Call centers have high turnover rates, so supervisors often ride an endless loop of training, monitoring and guiding for new employees (while simultaneously ensuring that veteran employees are engaging with customers properly).

In March, cloud contact center and unified communications platform provider 8x8, Inc. launched its new 8x8 Supervisor Workspace to make call center supervisors' jobs easier. Since its introduction, the company said it has been successfully enabling organizations to improve contact center performance and drive better customer experiences. 8x8 Supervisor Workspace was introduced to deliver a personalized, performance-centric workspace that helps supervisors and their teams using 8x8 Contact Center to enhance productivity and empower leaders with advanced real-time insights across customer journeys.

8x8 Supervisor Workspace, is a purpose-built experience that blends analytics, performance management and team admin capabilities into a single interface. The new interface saw over 10% adoption in its first week after launch and has already been accessed by more than 50% of 8x8 Contact Center customers, according to the Campbell, California-based company. Features of the solution include “single pane of glass” visibility into call center agent statistics, integrating what would have been distributed information into a single view. It also has embedded trend analysis capabilities, customizable workspaces and accessibility so it can be used from any location, in-office, distributed or even for home-based agents.

“Contact center leaders wear many different hats, juggle multiple applications and information streams, and often struggle with maintaining visibility across the entirety of the organization–all while facing the challenges of managing agent performance in a hybrid world,” said Dave Michels, principal analyst & founder at TalkingPointz. “By taking a tailored approach to the problem and unifying all the disparate data sources into a single interface, 8x8 is helping enterprises and supervisors improve agent performance and elevate the customer experience.”




Edited by Alex Passett
Get stories like this delivered straight to your inbox. [Free eNews Subscription]

CustomerZone360 Contributor

SHARE THIS ARTICLE
Related Articles

Study Finds Strong Correlation Between Hotel and Retail Personalization and Spending

By: Tracey E. Schelmetic    2/27/2024

Enterprise experience platform solutions provider Medallia, Inc. recently announced the findings of its new research report, "Understanding Personaliz…

Read More

Unmasking the Menace: How Deepfakes Pose Phishing Attacks on Customer Service

By: Special Guest    2/27/2024

Deepfake scammers are coming for your customers. As AI becomes increasingly sophisticated, cybercriminals are creating deepfake content that is increa…

Read More

CallRail Adds AI-Powered Analytics to Further Understand the Customer Journey

By: Tracey E. Schelmetic    2/27/2024

AI-powered lead intelligence solutions provider CallRail has announced AI-driven, self-reported attribution capabilities as a part of its innovation p…

Read More

Flirting with Chatbots? Americans are Increasingly Comfortable Interacting with AI

By: Tracey E. Schelmetic    2/26/2024

Infobip recently commissioned a survey that shed light on Americans' interactions with chatbots, uncovering some intriguing insights into the evolving…

Read More

Twilio Report Finds Increased Awareness on the Value of Prioritizing Data Quality

By: Tracey E. Schelmetic    2/26/2024

A new report from Twilio Segment, the company's fifth annual Customer Data Platform Report (which is based on the findings of anonymized usage data fr…

Read More