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What is MightyCall Agent Workspace?
MightyCall Agent Workspace is a tool designed to help call center agents work more efficiently and effectively. The interface is optimized for speed and ease of use, allowing agents to multitask across multiple customer engagements with a simple, transparent view. The workspace is designed to keep agents’ hands on the keyboard, using shortcuts to quickly resolve customers’ needs.
The workspace enables agents to process interactions and manage routine tasks with ease, minimizing distractions and allowing them to focus on the task at hand. It also facilitates collaboration and quick engagement with other agents and experts, helping to handle customer interactions more efficiently and effectively.
With MightyCall Agent Workspace, agents can serve more customers and improve results, ultimately contributing to the success of the call center and the organization as a whole.
Features of Agent Workspace
The primary advantage of the MightyCall Call Center Agent Workspace is its single-pane view, which enables agents to see all details related to an issue in one place. This allows agents to communicate with customers from the same interface while reviewing issues, reducing the need to switch between multiple tools or screens.
The Agent Workspace offers a variety of native capabilities, including:
Activity History
Stay in the know with cross-channel interaction history, including abandoned and transferred calls.
Voicemail Management
Create a personal inbox and bring important voicemails in to listen, download, analyze transcriptions, or assign them to another agent.
Warm and Blind Transfers
Resolve customer issues faster by transferring calls to subject matter experts.
Conference Calls
Add an agent, a supervisor, or a manager to a customer call for the best possible service.
Contact Management
Easily search, edit, delete, create contacts, and more using quick actions.
Built-in webphone
Agents can make and receive calls straight from their workspace.
CRM Integration
All activities are automatically logged to the integrated CRM.
Benefits of MightyCall Agent Workspace
Improved agent efficiency
Agents can handle multiple issues concurrently in an optimized, intuitive layout. The interface provides real-time recommendations and task automations to help settle issues faster.
Enhanced visibility and details on issues
Agents can stay informed of updates and important insights with a live activity feed and analytics.
All customer conversations in one place
Agents can manage all voice and digital customer conversations with a single, unified interface, making critical information and customer context directly accessible every step of the way.
Unparalleled agent productivity
Agent Workspace provides direct access to all vital customer experience applications and data on a single screen, eliminating context-switching between browser tabs. Agents can easily transition between handling live interactions, managing voicemails, completing after-call work, trading shifts with colleagues, or requesting coaching from supervisors.
Integrated and automated CX workflows
By integrating MightyCall with your CRM system, you can achieve greater efficiency by syncing contact information, updating records, and automatically creating cases and tickets directly from the Agent Workspace in your call center. This helps agents save time by eliminating manual data entry and allowing them to focus on providing excellent customer service.
