The shift manager needs to work with a simple User Interface. Visual symbols allow someone from the industry to understand the situation in a brief view. Additional short message completes all the required information to know how to handle the situation. Information conveyed in a simple and visual manner guaranties a very quick learning of the solution within hours.
Contact Center Manager Screen
Contact center managers need to know immediately what are the key drivers that lead to their shifts’ results. They need to know how their shift managers performed, and what are the main issues with their agents. They need to be able to guide their direct reports on the best practices for each situation, and induce them to learn from one another.
The screen of the contact center manager provides the exact information to allow all of that. Simple graphs providing a quick overview. Multiple free text navigation bars allow the contact manager to get any slice of the information immediately in an actionable manner.