Angels Mobile Virtual Contact Center is a smart phone application that call center supervisors can use to monitor the status of the call queues and agents, and to take corrective action in real time to improve the customer experience of callers.
To stay in line with call center SLAs, the supervisor can perform the following actions:
- Check agents in/out of the call queue
- Set agents as away or available
- Monitor the conversation of an active call
- Coach agents by providing real-time feedback
- Barge in on the call to take immediate corrective action
Note that this application is for customers that are already using Angel VCC to monitor their contact centers.