8×8 has announced that since its launch in March 2023 8×8 Supervisor Workspace has been successfully enabling organizations to improve contact centre performance and drive excellent customer experiences.
Adoption of the new 8×8 Supervisor Workspace is on track to rival Agent Workspace as one of the company’s fastest new product adoptions ever.
The value of Supervisor Workspace is quickly being recognized as it delivers a personalized, performance-centric workspace that helps supervisors and their teams using 8×8 contact centre to enhance productivity, and empower leaders with advanced real-time insights across customer journeys.
“Contact centre 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, 8×8 is helping enterprises and supervisors improve agent performance and elevate the customer experience.”
8×8 Supervisor Workspace
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 8×8 contact centre customers. The powerful and intuitive, design-led user interface provides a performance-centric management space for contact centre leaders. Key features include:
- Single pane of glass: consolidates visibility, insights, and operations from across 8×8 contact centre.
- Embedded trend analysis: presents supervisors with instant insights to improve speed to correction and drive superior performance in the contact centre.
- Personalized environments: transforms how contact centre leaders can customize their workspace to manage teams and make decisions based upon individual needs and priorities – no coding required.
- User-friendly design and an intuitive interface: accelerates on-boarding and allows supervisors to quickly ramp up.
- Accessibility: provides full support for hybrid contact centres and allows supervisors to work from anywhere, on any browser.
Leveraging input from 8×8 contact centre customers, Supervisor Workspace provides personalized experiences that help increase contact centre efficiency while also enhancing customer experiences:
“On a daily basis, our supervisors and managers require access to the latest information from myriad applications at their fingertips to ensure they can properly drive contact centre and agent performance,” said Mark Weingarten, Vice President, Patient Services at Affiliated Physicians.
“8×8 Supervisor Workspace is an easy-to-use solution that works out of the box. It will provide our supervisors with optimized visibility of critical contact centre data in an intuitive manner, all within a single interface.”
“Modern, cloud-first contact centre solutions are making it easier for organizations and agents to improve customer experiences-from AI-driven self-service and intelligent routing to tools designed to help agents provide better service across any channel and interaction. However, supervisors and team leads, who are responsible for ensuring that agents are performing and productive, have been unable to fully benefit from these advances until now,” said Hunter Middleton, Chief Product Officer at 8×8, Inc.
“With 8×8 Supervisor Workspace, contact centre leaders can now get a holistic view across the organization from a single pane of glass.
Providing a personalized space that blends real-time agent information and performance recommendations with customer journey and business insights allows organizations to enhance agent efficiency, performance, and customer engagement.”
8×8 Supervisor Workspace is a standard component of 8×8 contact centre delivered through the 8×8 XCaaS (eXperience Communications as a Service) integrated cloud contact centre and unified communications platform, which includes cloud contact centre, business phone, video meetings, team chat, and SMS capabilities.
8×8 XCaaS is a resilient, secure, and compliant platform, offering the highest levels of reliability with a financially backed, platform-wide 99.999 percent uptime SLA across an integrated cloud UCaaS and CCaaS solution.This blog post has been re-published by kind permission of 8x8 – View the Original Article
For more information about 8x8 - visit the 8x8 Website
Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.