Real-Time Agent Monitoring and Coaching for Enhanced Contact Center Performance
NGNShadowCoach by Grupo NGN gives you the ability to view your agents’ screens in real time, offering a clear window into their daily activities and performance. With built-in communication tools, it facilitates quick feedback and guidance, helping teams stay aligned, efficient, and continuously improving.
NGNShadowCoach For Supervisors
Web based monitoring 🌐 There is nothing to install on supervisor machines at all! Monitoring and chat is done from a user-friendly web platform.
✅ This makes it simple for a supervisor to monitor agents as needed.
NGNShadowCoach For Agents
Single file simple install. 📁 Once the file is installed on agent’s workstations they are automatically logged into NGNShadowCoach when they log into Windows, even after the machine has been rebooted or turned off.
✅ You can be certain that the monitoring will be active when you need it.
View multiple monitors and hear both system audio and microphone audio
NGNShadowCoach gives you the possibility to monitor agents as needed. Manage your team, whether remote or local without leaving your seat.
Chat tool between Supervisors and Agents
Communicate with your agents while monitoring their workstations. It allows real-time coaching without interrupting the agent while having visibility into their workstation.
Silent Screen Monitoring Tool that allows your supervisors to monitor their teams either remote or on-premise
Use NGNShadowCoach when it is time to monitor your agents discretely to ensure the best quality assurance. With NGNShadowCoach, agents are not alerted when a supervisor is monitoring their workstation, providing an honest assessment of their performance.
Low bandwidth usage on each agent machine
You don’t need to sacrifice the agent’s connection to monitoring with efficiency. Our technology is designed to give what you need with minimum effect in the agent data transfer.
Create simple auto-recording rules for your team members
Agents may work hard but to clearly understand their performance, screen recording gives you a detailed insight. Monitor agent performance through recordings, save critical information and revisit the videos whenever needed.
