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Webinar Bytes

[Webinar Bytes] Make sure you know what’s happening in your call center

We’ve taken one of our webinars and broken it down in to smaller video segments.  Check out some of the most important parts of the webinar below.  Then watch the full video by clicking the link below.

Like the metaphorical tree in the woods, if data exists but is not analyzed does it mean anything? To make the best use of your customer and interaction information you have to analyze it and see the results. Spot patterns. Quickly identify issues. Improve the quality of interactions across the board.

In this demo, we will go through key analytics and reporting features and detail how they can improve your call center performance.

Watch the full webinar by clicking this link.

Meet the Speaker

Kenny saalman

Kenny Saalman
Associate Strategic Sales Consultant
Genesys

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So there is the agent

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view, there is a supervisor view

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and then there’s the administrator

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view. So agent with the

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least amount of privileges and

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supervisor is one up and

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then administrator is the one

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that pretty much takes care

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of everything. So I said

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the all one unified communications

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piece. So if you look

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over here on the left,

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now here I am as

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the agent, I’ve logged in,

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I have that agent hat

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on. I can come over

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here and I could communicate

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with anyone in my contact

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center. So if I wanted to

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mark someone as a favorite,

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I could do that. If

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I wanted to chat with

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someone specifically or have a

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group conversation, I could do

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that here. If I wanted

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to do a video chat,

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we have that capability as

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well. If we wanted to

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make a call, we have

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a dialpad here where we can

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actually make a call straight

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from this. This won’t necessarily be

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an ACD interaction, but you

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can initiate some conversations from

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here. We also have a

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place here for an inbox,

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where you can get your

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voicemails, your faxes, your recordings,

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if you’re a member of

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the quality team. It’s also

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a place where you can

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get evaluations. As a supervisor,

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you can get your time

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off requests from your agents,

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your shift trade requests, and

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then we have a place

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here for exports. So out

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of box, each agent has

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two gigabytes of storage. You

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can share various media types

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through this exports option here.

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There’s also a place here

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for documents. Like I said,

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out of box is two

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gigabytes, but we do have

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options of expanding that storage

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if need be. We have

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a place here for agent

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assistance, so if there’s an

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ongoing issue in your contact

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center, maybe it’s some type

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of FAQ of customers hitting

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agents up for say, the

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same reason. This is where

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we can come in a

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collaborated way to see what

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we’re saying to the agents

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and what the best means

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of making our days most

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productive with those issues.

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