Choosing The Right BPO Contact Center Provider
As businesses focus on their core capabilities and seek to leverage a BPO contact center partner to help deliver superior customer care, choosing the right provider to become an extension of your organization is critical.
Our BPO Services Feature The Most Advanced CCaaS Technologies
Enhanced Avatar Functions
NexGen Contact Solutions leverages NexGen Virtual Office's advanced technology to offer a comprehensive agent management program.
Agents can seamlessly collaborate with colleagues, access advanced communication tools, and receive real-time support, leading to improved performance and job satisfaction.
Real-Time KPI’s
Hover Over Each Agent to Receive Real-Time KPI’s and Performance Metrics
Agent is on Target, KPI's are Successful
Agent is Not Meeting Expectations, KPI's are Unsuccessful
How Do We Effectively & Efficiently Understand Our Call Center Floor?
Agent Status Will Exist Along the Supervisor’s Header
NexGen Virtual Office equips managers with powerful analytics and monitoring capabilities, enabling them to effectively oversee and optimize agent performance, enhance team collaboration, and make data-driven decisions to drive operational efficiency.
Our use of purpose-built AI-driven monitoring tools enables proactive and personalized support, setting NexGen apart from traditional BPOs.
The Command Center & Metrics Boardroom provides real-time campaign performance reports in a dashboard format.
This boardroom is an accessible space in your virtual office environment, limited to authorized users.
Command Center/Metrics Boardroom
Agent Kudos and Times Square Ticker
The agent kudos and scrolling ticker function allows supervisors to shout-out and publicly acknowledge agents based upon real-time KPI’s met and to boost morale.
The supervisor can right-click on an agent avatar to engage with the shout out functions manually at will.
Advanced Hand Raising
The hand-raising functionality allows a supervisor to see that a hand is raised while looking at the entire call center floor. An icon appears above an agent’s avatar to indicate that they need assistance.
The agent, when raising their hand, is able to prioritize the urgency of their request between “urgent” and “casual”. The supervisor is then able to see the icon indicating that an agent needs help.
Our BPO Services Feature The Most Cutting-Edge CCaaS Technology