Choose to record and log agent desktop and application activity, which you can easily access via a web interface that can be filtered by time and agent
Select to enable the camera for system connection, which can be shut down remotely and disabled automatically if camera feed is interrupted
Configure a watermark to track potential screenshots or photos of the computer screen
From sourcing and onboarding to training and ongoing coaching, our end-to-end process is entirely virtual
The best of Ubiquity in any geography
Accessing an expansive global talent pool for any language, vertical, specialty, time zone or geographical requirements is only the beginning. Our dedication to hiring right the first time and developing employees for a career set our 100% virtual solution apart. Once we find the right fit, we nurture our new hires. Happy, engaged agents stay longer and translate to happier customers for you.
Onboarding: We conduct screening, interviewing and testing completely online and via video
- Interactive classroom: Fully functioning classroom training with other agents—not self-guided modules—provides the best introduction to Ubiquity culture and yours. Tenured trainers qualitatively and quantitatively assess and assist new hires.
- Nesting: Leveraging inTouch®, our proprietary performance-management platform, allows trainers and experienced team leaders to observe agents live and provide real-time guidance and assistance. Integrate Aigent, our artificial intelligence tool, with your existing software to provide agents real-time coaching and proposed next-best actions to exceed KPIs and mitigate escalations or negative brand impacts.
- Ongoing coaching and management: 1:1 and team meetings via Google Hangouts allow for agent development and socialization, fostering a sense of community and affinity to the brand they support. Video also supports client-agent meetings or continued brand and product immersions. Agents are always connected to their supervisors by live chat.