Performance Management

As a call center manager, you are tested on all aspects of monitoring agents in the call center, including call center planning, developing agent skills, rating agents based on metrics and rewarding agents based on performance. You can’t transform your culture with a dashboard – it takes a performance system

Quality Management is a recording, compliance and evaluation solution for agent performance optimization and dispute resolution built to meet the unique requirements of virtual contact centers.

Performance Management is for change agents. If you’ve been tasked with transforming multiple metrics at the same time, we can provide you unprecedented levels of transparency:

  • Align the entire organization around a common source of data and goals
  • Automate reports so managers and supervisors can spend time on their most important job – coaching
  • Deliver targeted coaching and dynamic goals straight to the frontline

Motivate your employees every day

Transformation into a performance driven culture requires motivating employees to stay engaged each and every day. Gamification and collaboration keep your employees at the top of their game:

  • Target skills development to ensure your people are consistently up-to-date
  • Recognize achievements with rewards
  • Create performance driven culture by openly sharing best practices

We help you to enable the Performance Management tool for driving change.