DON'T JUST TAKE YOUR CONTACT CENTER'S TEMPERATURE—ADJUST THE THERMOSTAT!

contact Center scorecard - thermometer

Typical Performance Management Tools Are No Better Than Thermometers

While it’s important to track the individual performance of your team members, achieving total employee engagement only happens when individualized plans, targets, and initiatives are in place.

Contact Center predictive analytics - thermostat

nGAGEMENT Does More Than Track Performance—It Provides Actionable Data That Improves Your Business

Our data-driven analytics engine gives users continuous, automated feedback that helps adjust performance metrics, predict outcomes, and encourage day-to-day progress, with as much or as little intervention from managers as needed.

Our inbound sales team has loved nGAGEMENT from day one... now they can keep their eye on their average call revenue in real-time!
— Contact Centre Director, Quebec's largest telecommunications provider


THE IMPORTANCE OF EMPLOYEE ENGAGEMENT SOLUTIONS IN CALL CENTERS

When agents are productive, daily operations run smoothly, and objectives are easily met. But when they lag, key performance indicators such as First Call Resolution, Time in Queue, Abandonment Rate, and more are negatively impacted, adversely affecting the customer journey.

High turnover rates are all too common. Managers spend more time training new agents, and less time focusing on existing ones who need continued encouragement. Less experienced agents proliferate, and workplace culture and engagement suffers.

When contact centers are engaged, they cite higher levels of productivity and can handle calls efficiently and effectively, leading to cost savings in recruitment and training. Highly productive and experienced agents are also able to provide better service to customers, leading to bigger profits.

HOW GAMIFICATION IMPROVES EMPLOYEE ENGAGEMENT IN CALL CENTERS

nGAGEMENT lets managers assign Challenges and Quizzes, and awards agents Points, Badges, and other prizes, to encourage improved performance and to reach organizational goals. In-depth insights and interactive leaderboards allow managers and agents to monitor and compare their progress, and gamification contributes to reducing agent absenteeism and attrition by keeping agents engaged and motivated on daily tasks and calls.

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