Staffing a contact center is expensive. If you’re not fostering a culture of continuous improvement, you’re not making the most of that investment.
Baltimore, MD (PRWEB) June 14, 2016
Velaro, a leading provider of enterprise-grade website live chat software, has launched the latest version of its software. The new release introduces Live Chat Performance Management, a unique suite of features and functionality designed to empower users to Make Every Chat Better Than the Last™.
“Live Chat Performance Management from Velaro will change the way enterprises evaluate, improve and measure agent performance,” said Alex Bloom, founder, president. “Staffing a contact center is expensive. If you’re not fostering a culture of continuous improvement, you’re not making the most of that investment. With Live Chat Performance Management, supervisors can easily identify coachable moments, take action proactively and effectively quantify results. Best of all, it’s configurable enough to fit within any contact center workflow or corporate culture.”
Key areas of Live Chat Performance Management include:
- Chat Review and Feedback – Reviewing every chat for coachable moments is impossible, particularly when volume is high. With Velaro, contact center supervisors can receive chat transcripts and reports as much or as little as they prefer, based on pre-defined business rules.
- Chat Shadowing – With Chat Shadowing, managers and supervisors can review agent behavior and responses in real time, invisible to the website visitor.
- Response Rating – Any line of chat text can be rated by a visitor in a simple, intuitive interface. This gives agents instant feedback on visitor demeanor, and lets an agent know how effective any given response is, while also providing a way to measure agent performance.
- A/B Canned Responses Testing – Canned responses are critical to agent productivity and customer service throughput. By A/B testing responses for customer feedback, live chat users can ensure the linchpin of their engagement methodology is performing effectively.
To learn more about the new Velaro and Live Chat Performance Management, click here.
In addition to Live Performance Management, the most recent update to Velaro’s live chat software includes a significant refresh of the software’s UX and UI, as well as updates to the features that users have relied on for more than a decade: branding and customization, social network and core system integrations, pre- and post-chat surveys, visitor monitoring, workflow and routing, security and simple deployment.
For a full list of Velaro features, click here.
Velaro is website live chat software built to support the unique needs of the enterprise. Leaders in e-commerce, higher education, health care, pharmaceuticals and more turn to Velaro’s integrated platform to optimize sales, deliver stellar service and dramatically improve rep productivity. Only Velaro offers Performance Management – a suite of in-depth analytics and reporting tools designed to drive agent excellence and customer satisfaction. Get real-time feedback, find coachable moments – and improve constantly.