Performance Management

Drive contact centre performance with state of the art solutions from Teleopti

 
Every contact center needs to keep both agents and managers readily up to date on how they perform to keep them fully motivated. It is also crucial to constantly analyze why performance is good or bad in order to improve even more.

Agent Scorecards

Use individual agent scorecards with the key performance indicators of your choice to motivate agents and keep them up to date on their performance metrics. The scorecards are displayed to each agent when they log on to check for schedule updates to ensure full transparency.

Business Intelligence

Powerful business intelligence tools are there to help you analyze and find root causes to problems. There are tons of numbers to look at and you may split them according to every data category available in the solution. Report views you create may be saved for future use and shared with others. Use our pre-defined KPI's or create your own custom calculations.

Management Dashboards

Do you spend hours and days creating reports for management? Now just ask them what KPI's they need to see and create dashboards for them to look at as often as they want. You will save time, but more importantly management will be alerted faster when KPI's are off track and can take action to resolve issues before they get out of hand.