8x8 Underscores Success of Supervisor Workspace Solution Introduced in March

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.”