The Impact 360 Workforce Optimisation, Workforce Management, and Quality Monitoring solution packages come with built-in contact centre impact 360 performance management functionality that enables you to track and analyze the performance of agents, groups, and your contact centre as a whole.
Role-appropriate scorecards and an extensive set of predefined key performance indicators (KPIs) help all levels of the organisation see how they’re performing against their goals. You can:
- Measure contact centre 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 centres and multimedia contact centres and the back-office 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 centre performance management that improves business processes, clarifies staffing requirements, and improves agent performance.