Proactive Contact Center Team Management
Achieve proactive and responsive management with Upstream Works Supervisor Desktop for contact centers. Get a level of visibility and control that enables easy management of agents and teams. Maximize efficiency and optimize employee engagement.
Optimize Omnichannel Management
Optimize and improve contact center performance and operational efficiency with increased visibility to all voice and digital channels, including AgentNow, with detailed real-time and historical statistics.
The Upstream Works Supervisor Desktop provides an intuitive, flexible and tailored user experience with advanced capabilities like drill-downs, filters, resource controls, and operational views for timely and proactive contact center management.
Improve Effectiveness with
Real-Time Performance Data
View, leverage, and optimize contact center performance with real-time supervisor visibility of queues, skills, and performance. The Upstream Works Supervisor Desktop offers flexible views and filtering, with actionable agent and team insights. Supervisors can easily monitor results and discover opportunities for agent improvement and increased customer satisfaction.
Smart & Flexible Resource Management for Quick Action
Flexibility is key to effective resource management during peak times, resource challenges, and natural fluctuations in the contact center. Easily take action and make on-the-fly adjustments to operations with Upstream Works contact center Supervisor Desktop. Leverage rich data to quickly identify opportunities for improvement, view and modify agent state for real-time management, and monitor conversations for top quality engagements.
Empower Agents with Performance Stats
Deepen employee engagement and boost productivity by providing agents with visibility to their own performance. Agents can readily view their current stats and details, and compare their performance to their peers. Agents are kept up to date and are empowered to self-manage and take action.
Deeper Insights to Power Your Team
Upstream Works makes it easy for contact center leaders to measure, manage, and improve contact center performance and customer experience. Upstream Works Supervisor Desktop complements a full suite of contact center management capabilities, including Advanced Analytics and Reporting, that keep teams engaged and operating at peak performance.
