CONTACT CENTER PERFORMANCE MANAGEMENT

With Impact 360's built-in contact center performance management functionality, you can track and analyze agent performance, as well as the performance of groups and your organization as a whole.

The Impact 360 Workforce Optimization, Workforce Management, and Quality Monitoring solution packages come with built-in contact center performance management functionality that enables you to track and analyze the performance of agents, groups, and your contact center as a whole. Role-appropriate scorecards and an extensive set of predefined key performance indicators (KPIs) help all levels of the organization see how they’re performing against their goals. You can:

  • Measure agent performance to identify strengths and weaknesses.
  • Use scorecard results to trigger targeted eLearning automatically.
  • Refine your forecasts and performance goals based on the valuable data collected.
  • Create your own key performance indicators.

With Impact 360, call centers and multimedia contact centers and other areas of the organization can do far more than merely measure agent performance. The solution provides a closed-loop system to help enterprises develop key performance indicators that are meaningful to their business. The result is contact center performance management that improves business processes, clarifies staffing requirements, and improves agent performance.

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