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.

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. Learn more here or get a quick look with this introductory video:

What customers are saying

Before we publicly launched Supervisor Workspace, we asked our customers for their thoughts and feedback. Here’s a sampling:

  • “The new Supervisor Workspace provides a good overall view of what my teams are doing and how my queues are performing.” - Charlotte Beaumont, Southwark Council
  • “This new dashboard enables me to close multiple applications and declutter my workspace.” - Rohena Sharma, Brent Council
  • “Supervisor Workspace delivers a live wallboard that allows me to really stay connected to what's going on.” - Mark Weingarten, Affiliated Physicians

What industry analysts are saying

We also introduced the product to industry analysts prior to and day of launch.

Jon Arnold, Principal, J Arnold & Associates, wrote on his blog, 8v8 is “targeting AI/ML applications across the full contact center spectrum - CAI, WEM, CRM, analytics, automation, etc. The big driver is to help contact centers reduce their biggest cost (labor), and we’re just starting to see the various ways AI can bring intelligent automation to all these areas.”

Keith Dawson, Vice President and Research Director at Ventana Research, wrote on the Ventana blog, "8x8 also recently rolled out a tool for improving supervisor performance, called Supervisor Workspace, which uses the same underlying composable technology as the firm's Agent Workspace tool. It functions as a single pane of glass for supervisors to oversee performance metrics, coaching and integrations from other applications. Supervisors are beginning to benefit from the same integrated, user-friendly desktop environments that have been developed for agents in recent years. Since the pandemic, it has become important to streamline the way supervisors manage dispersed agents so supervisors can have visibility into remote operations and be able to devote time and attention to agents that need oversight."

Zeus Kerravala, Founder and Principal Analyst at ZK Research wrote on SiliconANGLE, “With Supervisor Workspace, administrators can view and manage their teams and information on a single screen. The solution provides supervisors with coaching and performance recommendations based on AI insights. It also allows supervisors to create multiple workspaces based on individual needs and priorities, making it easier to switch roles and responsibilities. Supervisor Workspace has a user-friendly design with out-of-the-box role-based templates for faster onboarding.

“This feature is key to managing a remote contact center. Historically, supervisors would manage agents by walking around the facility listening for audible queues as to whether an agent is struggling, or a call is going awry. This can’t be done when workers are at home because supervisors can’t listen to all calls in all locations – but machines can. The new world of work requires new tools to manage, and that’s what 8×8 has built with its Supervisor Workspace.” Watch Zeus’ interview with Jessica Smith, 8x8 Head of CCaaS Product Marketing, here.

Sheila McGee-Smith, President and Principal at McGee-Smith Analytics noted on No Jitter, “In March 2022, 8x8 introduced a browser-based, composable contact center Agent Workspace. Supervisor Workspace joins the portfolio using the same composable technology as Agent Workspace, Supervisor Workspace is a purpose-built cockpit that blends analytics, performance management, and team administration capabilities into a single interface.

“Additional AI capabilities delivered in Supervisor Workspace include presenting supervisors with coaching and performance recommendations to improve speed to correction and drive superior performance based on ongoing scoring and analysis of interactions.”

Dave Michels, Founder and Principal Analyst at TalkingPointz, tweeted on launch day, “The pace of innovation continues to accelerate at 8x8: Frontdesk 2021, Agent Workspace 2022, Sales Workspace beta 2022, Supervisor Workspace 2023.” Watch his interview with 8x8 CTO Bryan Martin here.

Liz Miller, Vice President and Principal Analyst at Constellation Research, tweeted, “8x8 Supervisor Workspace: Composable workspace for all supervisor-centric news; centralized controls for the work of supervising, AI applied for smart workspace that flexes based on supervisor needs, patterns, and changing priorities.” Read her post detailing the top five requirements of a supervisor’s workspace experience here.

Interested in finding out more about 8x8 Supervisor Workspace? Check out this blog post from 8x8 CCaaS Product Marketing Director Dean Holmes.