Every organization has an agent performance management plan. Typically, one facet of the plan requires leader’s to interact with their staff. This interaction ensures that the agent feels that they are part of the team. It’s important to give positive feedback and call out areas that the agent is doing well. Just as important is identifying and communicating areas that need improvement. The conundrum for leadership is knowing whether or not the interaction is taking place. One of CCTs foundational elements is to ask the agent to acknowledge any communication that gets sent to them. Contact Center Tools Compliance Dashboard shows how many times the leader and agent are communicating with each other and whether the agent is reading the messages. The dashboard drills down from the highest levels of the organization to a specific agent. See at a glance at every level of the organization whether your performance plan is being used. Contact Center Tools provides a way to enforce and bring visibility to the plan.
Visibility to performance is another facet that Contact Center Tools brings to every organization. It’s a holistic approach. It starts with Key Performance Indicators. Identifying which metrics will lead to success is the first step. Once you know what’s important, CCT provides a view into the metrics that are drillable from the highest to the most granular level of the organization. Once you know how someone is performing, you can create a coaching plan to improve performance. Supporting visibility into an agent’s performance are the QA Scorecard and Testing modules. Each scorecard that is filled out for an agent, or each test that an agent takes, provides real time feedback to both the agent and leadership at every level of the organization. The last supporting module is the Library. Each QA scorecard and every test has the ability to link a training document to it.