September 10, 2019 | By

Superpowers for Supervisors (and All Your Back-End Teams)

Customer Experience (CX) software updates are often focused on improving the end-user experience or agent experience. Which means support team supervisors, administrators, and content managers are often a distant afterthought.

This isn’t one of those updates.

Bold360’s latest release brings superpowers to supervisors, admins, and content managers through enhancements that make work easier for these behind-the-scenes teams. From aggregating valuable information to more advanced agent monitoring, our latest features will save supervisors valuable time and lighten their load.

1. More Powerful Search Optimizer

The beauty of a great AI-powered solution is how it gives you easy-to-understand, actionable insights that allow your business to make smarter improvements.

Now it’s easier than ever for content managers to identify content gaps and quickly address them, all within a single interface. The improved Search Optimizer includes robust search and filter of voices (customer intents), and groups them with all relevant information such as hit count, feedback, and success metrics in a single view. Taking it a step further, you now have the ability to take action on the voices directly from the Search Optimizer.

2. Preview Email/Message Content in Monitor View

Call center supervisors often oversee large support teams with even larger support queues. It can be overwhelming. We’ve updated the Monitor View to arm supervisors with faster access to engagement information. With one click, supervisors can see the full content of assigned, queued, and closed email, SMS, and Facebook Messaging items, allowing you to keep a more detailed watch on engagements and quickly address issues as they arise.

3. Chat Flagging for Easier Follow-ups

Sometimes support agents need to follow up with a customer at a later time, after reviewing with a supervisor or seeking out additional information. With the release of Bold360’s Chat Flagging, we’re making it easier for agents to flag an engagement to come back to later, and for supervisors to keep tabs on open engagements by filtering the Monitor View by agent Flags.

4. IP Whitelisting for Agent Logins

Your security is an issue we don’t take lightly. As part of our commitment to continuously improve security while simultaneously easing the burden on our customers, we recently achieved ISO 27001 Certification.  And now, Bold360’s new IP Whitelisting for agent logins gives account administrators the ability to restrict which networks agents can log into from the Web Workspace, giving you peace of mind that your support environment is secure without the burden of manually monitoring logins.

This release also includes a helpful feature that removes one more need for Alt-Tab toggling, the shortcut that often means agents are juggling too much. Now the chat window layers over a full-screen remote control session, allowing agents to easily maintain conversations while providing hands-on support, and giving supervisors extra quality assurance.

To learn more about what’s included in this release, check out our What’s New page, or read the Press Release.

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