One of the big wishes of contact center administrators is having more visibility over how their employees are doing, and given the high attrition rates how to motivate people and reward them for outstanding performance. The good news for administrators is there is not just an app for that but software that can help them get a better handle on things.
One such solution comes from cloud-based contact center performance management (CCPM) software company TouchPoint. They have just released for immediate availability upgrades to the company’s Acuity solutions suite. This latest version to TouchPoint’s flagship Acuity CCPM solutions includes core platform upgrades as well as new or enhanced features focused on: attrition management, analytics, monitoring, employee recognition and engagement.
As the company explains, the latest features and capabilities were developed in response to requests from existing customers as well as in accordance with specific requirements for new implementations. They encompass:
Agent Attrition Tracker: Intelligent workflow and related reporting manages and measures attrition from team/supervisor to operation-wide and provides analytics across all configured attributes.
Enhanced Analytic Modeling: Expanded capacity to create role or asset-centric analytic models – including internal (agent, supervisor, trainer, etc.) or external (outsourcer, staffing provider, etc.) and related default or custom reporting.
Dynamic Relative Ranking: Enables Pay-for-Performance option based on relative ranking rather than fixed-value performance tiers.
AcuityBucks: Added AcuityBucks points/reward system to enable versatile incentive compensation that can be redeemed for gift/gas cards, lunches, gym membership, etc.
AWS Migration: Completed migration to Amazon Web Services (News - Alert) (AWS) – cloud hosting platform provides global, enterprise-grade scalability as well as increased reliability, delivery speed, server redundancy, and additional back-up systems.
Expanded Monitoring and Survey Forms: Expanded Acuity forms designer and added templates to enable customers to easily replicate custom, create new or edit existing surveys, monitoring or other forms.
Greg Salvato, CEO of TouchPoint One in commenting upon the latest upgrades stated: “Adoption of Acuity has gained tremendous momentum in 2014 and customers are starting to realize the broader scope of how it can be leveraged to better align, equip and engage contact center employees and partners."
So how are you doing? State-of-the-art CCPM is the way to find out, and the way to provide employees doing great jobs appreciation for their efforts for improving operational efficiencies and the customer experience.
Edited by Stefania Viscusi