The answer is you find the right tool. A combination of different options is never the best solution as it makes everybody’s lives harder. From juggling invoices to installing one too many programs on company devices it’s just too much of a hassle. The answer lies in a single program that can serve all purposes.
For example, what we did with NobelBiz’s Omni+, we created a single platform that allows anybody with admin access (from supervisors to middle and upper management) to keep a complete overview on all client interactions over all supported platforms. Multiple agents can handle a single customer and you’d have a detailed history at a click away.
We found that this way you keep technical requirements for agent and supervisor terminals low (thus eliminating the need to upgrade all your equipment) while also offering supervisors a chance to keep a close overview of all activity without intruding in the employee’s personal space with unnecessary tracking that leaks into their private space.
Read: How to Improve Call Center Management Software