Ever heard about the adage, ‘if you’re not on the edge, you’re probably taking up too much space.’ This statement perfectly captures the internal mechanism of modern customer service operations.
Whether you are an enterprise or a small business, all customers come with elevated expectations about their interactions with your business. They expect their queries to be attended, worked-on and resolved within the shortest time period. Needless to say, the service team need to strive to be always on their toes to meet these steep expectations.
For this, the team leaders and managers need to ensure that the entire service team always remain proactively engaged in managing their customer obligations. For this, the team’s leads or managers require better tools to monitor their teams.
One Dashboard to Track Them All
As pointed out, the customer service operation affords only a small margin of error. Also, they can be incredibly fragmented and difficult to track.
In order to accommodate these challenges, the service teams should maximize their time spent on resolving individual customer queries. This goes beyond checking if their team remains tethered to their laptop or phone.
For this, the team leaders or manager should always track the real-time activities of their team members.
Enter Live monitoring dashboard.
By combining all team operations within a single cloud-based helpdesk system, you can track the real-time activities of any agent at any point in time.
This dashboard enables the team leaders to track all the productive customer interactions in real-time. It also gives intimations about agents who are causing unnecessary delays at the customer service pipeline.
In this way, the team leaders can take effective measures to delegate tickets and efficiently speed-up the customer service pipeline.
Basically, the helpdesk tool helps you achieve two goals:
- Shave-off precious time at handling each customer interaction.
- Create better workflows to streamline customer queries.
In order to achieve these goals, you also need a customer service team who is always looking forward to resolving customer queries.
Kapture’s real-time activity tracker enables you to cultivate the right team spirit and individual agent aptitude. Within the cloud-based system, you can also keep track of the total pending and resolved tickets.