From data and analytics to quality management and coaching tools, today’s contact center supervisors have many tools at their disposal. But these tools are generally accessed independently, requiring a supervisor to move from window to window. Additionally, in today's hybrid world, agents and supervisors can be located anywhere, so tools must be designed to be easily accessible and extremely functional, regardless of location.

We believe there is a better way for contact center leaders to view critical information, gain valuable insights, and effectively manage their teams. Like the award winning Agent Workspace, our customer-led design philosophy means that we built a solution from the ground up with the end user in mind.

Introducing 8x8 Supervisor Workspace

Supervisor Workspace is a performance-centric unified interface designed specifically for contact center leaders. Supervisor Workspace brings all of the separate tools used by supervisors into one centralized, composable experience, enabling contact center leaders to manage their teams efficiently and effectively from any location.

Proactive management focused on contact center performance

While it is designed to centralize information and data, Supervisor Workspace isn't just a glorified wallboard, it is a proactive tool for managing the performance of your agents, contact center operations, and improving the customer experience. Supervisor Workspace is designed to provide workflow automation, creating more efficiency for each supervisor. Alerts will no longer be just informational, they will provide insights and guidance. AI-driven decision intelligence will assist supervisors by providing coaching and performance recommendations, along with one-click access to the best next action, improving the speed to correction.

Personalized for the way you work

Most contact center tools operate under the assumption that all supervisors work the same way. They often provide a rigid user interface with limited ability to customize, forcing the user to adapt to the tool—not the other way around. With 8x8 Supervisor Workspace, role-based templates provide out-of-the-box workspaces to help supervisors get started quickly, but one size does not have to fit all. We are providing supervisors the ability to customize their workspace, with clicks, not code. By utilizing the unified toolbox, supervisors can easily pick and choose which widgets are best for them.

One place to hang your many hats

Supervisor Workspace also provides the ability to build additional workspaces for role-specific activities. Imagine a workspace dedicated to Quality Management versus a workspace specifically built for trend analysis, and easily switching between them in the same application. And these unique workspaces can be saved and shared with other leaders in the organization. This allows supervisors and managers to pass off a role very quickly to another user, or to begin training new team leads by providing them a tool set focused on getting them started quickly. In addition, if the contact center needs additional assistance, supervisors can instantly toggle from Supervisor Workspace to Agent Workspace with the click of a button.

Single pane of glass

In building Supervisor Workspace, we didn't just build a better widget, we built better widgets. By utilizing microfrontend services within the UI, we allow for faster development of new widgets and services, quicker deployment of enhancements and fixes, and the ability to connect directly to the source of data, including third-party applications. 8x8 is already working with partners to integrate things like agent schedule adherence from WFMs, win/lost data from CRMs, and trend analysis from BI tools—all inside of Supervisor Workspace. That means a single pane of glass holds all of the information needed to maximize the performance of your contact center.

Adaptive to the way you work

In addition to providing visibility and assistance, Supervisor Workspace will also learn from the individual users and adjust the workspace based upon shifting priorities and requirements throughout the day. Imagine pulling up Supervisor Workspace in the morning and seeing the upcoming schedule, who is logged in, the expected call volumes for the day, and any additional overnight information or issues that may have cropped up. By mid-morning the Workspace shifts to show you trends, new keyword analysis, or any issues that might be coming up throughout the day. By afternoon, as calls have been recorded the Quality Management workspace may notify you that it's time to listen and score agent recordings to provide feedback. This dynamic visibility creates an adaptive workspace for contact center supervisors and leaders, helping them focus on making sure their agents are as successful as possible, thus providing the best customer experience.

Performance starts here

Supervisor Workspace is the ultimate tool for driving superior performance in the contact center, by centralizing visibility and actions, providing insights, assistance, and guidance, and making supervisors more efficient and effective.

Learn more here.