Increase Team Collaboration with a Real Time Communication Tool
Some of Transcom’s agents and support staff utilize Smart Team Communicator as their real-time internal team communication tool. Smart Team Communicator is a robust tool for effective team collaboration between agents and team leaders/SMEs/supervisors by using pre-configured chat rooms, help desk chat queues, glances (ability to view agent screens real time), desktop sharing, desktop control, and broadcast messaging.
I find Smart Team Communicator is very helpful to perform my duties as a Team Lead. I can see what my agents are using or the tools being utilized in handling their calls using the Glance. Sending updates and broadcasts had been made easier since we can attach file and links. Real-time monitoring can be done with the agents.
We can use multiple windows when assisting agents to perform multitasking as well as an agent will not wait in Queue. Glance is needed in checking if agents are following the suggestions or answers that we provided especially when it comes to troubleshooting.
It is easy to communicate especially if you have a question instead of standing and look for support just 1 ping only.
Team Chat makes my team aligned at the same with all the updates on processes and compliance required cascaded.