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Time Doctor for Contact Centers

Enhance Contact Center Performance with More Agent Visibility and Real-time Data

With more remote and work from home agents than ever before, contact centers need deeper levels of visibility into the daily activities of agents, including output, downtime and other real-time essential insights.

Main Challenges for Contact Centers

Lack of remote work visibility in changing conditions

Incomplete workday analytics

Maintaining top-notch customer experience

Tools that support transparency and enhance relationships with clients

Ensuring consistency and accountability to meet SLAs

Accurate forecasting of costs

Understanding agent performance gaps quickly

Agent churn and burnout

Improving agent productivity by the second

Enhance your quality monitoring with real-time insights

Time Doctor’s Workday Insights provide actionable data and more visibility into how agents spend their time between tracked activities.

  • Identify distractions and time wasting habits by tracking what websites and apps agents spend their time in and for how long
  • Identify new ways to manage costs and inefficiencies by tracking technology usage and workforce tasks
  • Use historical data around how long tasks to complete to create a more predictable cost structure and improve forecasting
  • Identify top performing agents and their workflows to create accurate benchmarks and replicate behaviors across teams
  • Customize Time Doctor screencasts to provide more visibility into what agents are working on, helping to uncover inefficient processes and training opportunities

Real-time Dashboards for Instant Updates

Managers can stay up to date on team productivity no matter where they are working from.

  • Attendance and hours worked
  • Active and inactive workers
  • Productivity breakdowns
  • Highest performers
  • Top used websites and apps
  • Top projects and tasks
  • Work-life balance concerns
  • Workforce activity summaries

Productivity Features and Analytics for Remote Teams

Time Doctor offers productivity features for Contact Centers to ensure that agents stay focused and on task when working from home or in-office.

  • Inactivity Alerts - Ensure that agents who are working from home are staying on task and focused with friendly pop-ups.
  • Daily & Real-Time Email Notifications - Stay ahead of potential performance issues with customizable, trigger-based alerts based on your needs and goals.
  • Web and App Insights and Monitoring - Quickly idenitfy what websites and apps cause the biggest distractions for your remote agents.
  • Detailed Reporting - Access real-time productivity reports to see what agents are working on and how long tasks take to complete.
  • Optional Screenshots - Increase accountability with customizable screenshots to see what agent’s are working on in real-time.

No More Manually Tracking Attendance

With automatic time and attendance tracking, employees and managers can spend more time on what’s most important.

Time Doctor’s Attendance Report

Save time normally spent on manually logging employee attendance with automatic attendance tracking.

  • Keep track of who is late, absent, or present in real-time
  • See start and end times for each employee
  • Compare actual hours worked vs expected hours
  • Customize to view individual users or specific teams and departments

New Time Doctor Breaks

Enhance the accuracy of your contact center time tracking and improve accountability with our newest feature.

  • Define and set up paid breaks based on company policy or based on client requirements
  • Customize breaks for the entire organization, specific departments or for individual users
  • Employees can easily select the break type and control the length through the desktop app
  • Visualize break times in your favorite Time Doctor reports including the Timeline and Activity Summary reports

Easier Agent Scheduling for Increased Efficiency

Time Doctor’s Work Schedules

Streamline work schedule and shift creation for your entire team with our employee scheduling tool.

  • Easily import and export shifts for weeks or months
  • Add minimum hours per shift for more visibility into shift adherence
  • Customize schedules for each employee or by teams and groups
  • Option to schedule multiple shifts per day

Keep Top Talent and Increase Engagement

Reduce Agent Churn

Increase agent retention by using real-time data to identify and reward top performers, faster.

  • Quickly pinpoint top performers for recognition and reward to create a culture of positive reinforcement
  • Offer more flexibility through increased visibility and accountability
  • Reduce employee commute times, saving them money and time

Prevent Agent Burnout

Quickly identify agents who are at the highest risk for burnout and where changes can be made to encourage more work-life balance and flexibility.

  • Identify who is being overworked and is at the highest risk for burnout
  • Monitor daily timelines to track and encourage more breaks
  • Establish benchmarks to create more attainable and accurate goals and KPIs
  • Easily review and compare workloads to ensure balance
  • Monitor absenteeism for signs of disengagement or potential health issues

How Time Doctor helped enhance these Contact Centers

“Time Doctor saves us SIX figures per year in software licenses!”
Read the full story

Michael de Asa
Personiv

“We promote using Time Doctor to our clients to assure them that we are committed to the productivity and work efficiency of our staff. Our partnership with Time Doctor upholds excellence and optimum quality of services to customers to help our client retention.”
Read the full story

Rommel Ragasa
Phoenix Virtual Solutions

“Time Doctor brought us more than just monitoring. Now we can give our clients more control and visibility than when we were previously able to in-office.”
Read the full story

Johan le Bail
Eufonie

“The trust and relationships we have with our clients would not have been possible without Time Doctor.”

David Quintero
Director of Business Development, US Market, Phoenix Virtual Solutions

Ready to drive new levels of performance in your Contact Center?