Being a Contact Center Supervisor in a Digital World
Supervisor Workspace - Optimize Your CX
Empower supervisors,
Supercharge team success.
Guide supervisors to make agile decisions, streamline their workflows and improve team outcomes, with a dedicated workspace.Agent management, made simple.
Master CX
Empower supervisors to reach key business objectives and enhance team performance.Be Everywhere
Get a birds-eye view of all skills, agents, and contacts for real-time insights across all channels.Empower Agents
Cultivate a positive work environment where agents are successful and satisfied with what they do.
Boost supervisor efficiency
Specially designed with your supervisors in mind, CXone Supervisor offers easy access to business-critical insights across all channels - both digital and voice - empowering supervisors to make in-the-moment decisions and resolve CX risks, before they take place.A one-stop-shop for all your supervisors’ needs, CXone Supervisor workspace maximizes their efficiency through KPI tracking, agent monitoring, CX risk alerts, ad-hoc agent performance evaluations, and data-driven decisions boosted by real-time AI-based insights.
Step change your supervisors
Successful supervisors drive successful teams. Learn how to leverage the Supervisor app to drive high-achieving teams and set new standards in CX.Read Case StudyBe the supervisor you wish you had
With real-time alerts, monitoring, coaching and evaluations, you can support your agents when they need it most. Whether at home or in the office, they’ll receive more constructive and relevant feedback from their supervisors, enabling their growth.
One stop shop
Give your supervisors everything they need, in one place, with a modern UI and UX that prioritizes their experience.
Agent visibility
Gain a birds-eye view of all skills, agents and contacts, for real-time live insights.
Omnichannel monitoring
Monitor, coach, join or take over a contact when needed, for both voice and digital contacts.
Keep sentiment positive
Track all agent behavior skills with Real-Time Behavior Guidance breakdown scores for CSAT and sales effectiveness.
Reskill flows
Take corrective measures to meet SLA requirements by reskilling agents on the fly and in bulk.
Preempt CX risks
Set alerts to let you know when CX is at risk. Follow suggested corrective actions to resolve issues in real time.“By providing us with the ability to monitor and analyze omnichannel interactions,” Jeremy summarized, “CXone Supervisor helped our supervisors gain valuable insights into our customers’ needs and preferences, and has allowed us to improve our overall customer service.”
Jeremy LeoGXSLearn more
