The solution helps introduce objectivity into coaching sessions by presenting performance data as metrics that agents and managers can easily monitor each day. This can help foster greater agent ownership of performance while enabling managers to focus on areas and employees that need attention. It can also facilitate exploration to the root cause of issues and provide visibility into performance across the organisation.
Your contact centre and other areas of the organisation can do far more than merely measure agent performance. The solution offers a closed-loop system for developing key performance indicators that are meaningful to your business. This can help you foster agent behaviours in your contact centre that are tied to business goals. It can also help you clarify staffing requirements and enhance agent performance and training programs.
Track, analyse and enhance agent performance using role-appropriate scorecards that will
- Measure agent performance to identify strengths and weaknesses
- Use scorecard results to trigger targeted eLearning and coaching automatically
- Refine your forecasts and performance goals based on the valuable data collected
- Create your own key performance indicators to tailor performance metrics to specific company goals and requirements