The goals of your contact center roll up to the goals of your entire organization. A robust performance management system designed to improve agent efficiency and productivity can have a significant ripple effect that extends well beyond the contact center, resulting in improvements in revenue growth, sales conversions, net promoter scores and overall customer satisfaction. In this eBook you will learn how Alvaria Performance Management helped these customers achieve:
The responsive design is simple to understand and supports all popular browsers without browser plugins for full functionality. Performance Management allows you to:
Extend views with metrics drawn from enterprise systems that manage customers & business process such as CRM and ERP.
Drill down into aggregated data to view performance management trends over time and gain valuable insights.
Use configurable dashboards and intuitive, interactive reports to understand the root cause for performance pitfalls.
Outline operational goals and targets for employees at any level. View trending, multi-nested reports by time, team, group, and location.
Initiate coaching manually or without any supervisor intervention by establishing thresholds for reasonable performance, then analyze the coaching process and level of success with coaching analytics.