Don't just take your contact center's temperature.
Adjust the thermostat!
Typical performance management tools are no better than thermometers
While it's important to track performance for your team, employee engagement can only be achieved with individualized motivational techniques.
nGAGEMENT does more than track performance. We provide actionable data
Our data-driven analytics engine provides continuous feedback to adjust performance metrics, predict outcomes, and encourage progress.
The Importance of Employee Engagement
When agents are highly productive, daily operations run smoothly and objectives are easily met. When they lag behind, call resolution, time in queue, abandonment rate, speed of answer and many other key performance indicators are negatively impacted.
High turnover means more time spent training new agents, as well as a higher ratio of less experienced agents. Alternatively, a low turnover rate means the majority are agents are highly experienced and able to handle calls effectively, efficiently and expertly. It also means cost savings in recruitment and training.
Highly productive agents who are experienced and knowledgeable are able to provide a higher level of service to customers.