50% less time needed to effectively measure your team’s performance
You can create targeted KPIs based on your channels and business queues and visualise your performance against these goals, in real-time. Set KPIs in four easy steps, choosing what metrics you want to track, for which teams or agents, and for how long. For each KPI, you can set an overall target value, as well as thresholds for what will constitute ‘good’ and ‘poor’ performance.
Track the performance of select teams and individual agents in your contact centre. With traffic light colour coding, you can easily identify which teams or employees are underperforming and where you can offer additional coaching or support. Compare team and agent performance between periods (e.g. the previous month) to identify wider performance trends and gauge the effectiveness of internal strategies or initiatives.
Performance Management is linked to Customer Insight, allowing you to connect agent performance to customer feedback collected after each interaction. This makes it easier for you to identify whether the reason for the customer’s feedback is the agent interaction – and where the agent needs to improve.
To explore how Puzzel Performance Management can help you effectively measure your team’s performance book a demo now.