TORRANCE, Calif. - Aug. 14, 2024 - PRLog -- An efficient and professional customer support team is a vital component of a business in today's competitive market. Support agents' work contributes to better client satisfaction and loyalty and often builds the brand's reputation, that is why it requires constant control and enhancement. However, many businesses lack efficient tools and procedures for evaluating customer support. Recognizing this challenge, Spyrix has developed a cutting-edge solution that provides unprecedented visibility into agent performance - Spyrix Employee Monitoring. The software is designed to help organizations to identify areas for improvement and drive tangible business results.

Detailed Activity Insights Powered by AI

Thanks to its rich feature set, Spyrix's employee monitoring software delivers in-depth reports of agents' activity. The program will track the agent's activity/inactivity time, browsing and search history, app activity, and more, and present the data in convenient graphs and charts. Additionally, the software provides AI-powered analysis of each employee's productivity, comparing their activity to the industry standards. With Spyrix, businesses gain valuable quick insights into agent performance and overall team efficiency. Managers can identify trends, pinpoint performance gaps, and arrange targeted coaching and training programs.

Monitoring Communication on Social Media & Messengers

Spyrix's advanced monitoring covers popular social media platforms and messengers, including Facebook, Twitter, WhatsApp, Viber, and more. These features allow businesses to track agent time spent on these channels, capture screenshots of customer interactions, and record typed messages. With this data, managers can ensure agents prioritize customer inquiries, maintain professional communication, and adhere to brand guidelines.

Recording Calls

Spyrix offers unparalleled insight into customer interactions by capturing and transcribing video and audio calls across popular messenger apps: Zoom, Discord, WhatsApp, Viber, and more. These recordings allow managers to objectively evaluate agent performance, reveal weak spots, and ensure consistent delivery of exceptional customer service. Besides, call recordings serve as excellent material for training and developing communication guidelines.

Assessing Customer Support Made Easy

Implementing Spyrix significantly benefits businesses, as it:

• reduces time spent on activity analysis thanks to AI performance assessment;
• helps identify unproductive work patterns, distractions, and training needs;
• reveals communication gaps, cases of unprofessionalism, and inappropriate behavior in client-agent communications;
• collect real-life support cases for studying and agent training.