Puzzel Performance Management

50% less time needed to effectively measure your team’s performance  

Your challenges in measuring agent performance

  • Spending 50% of your week collecting data from various channels, importing it to a different space and making sense of it.
  • Traditional dashboards visualise metrics but limit you in measuring them against set targets. 
  • Trying to connect the dots between your customers’ feedback and your agents’ ability to support them effectively.

How can Puzzel Performance Management help?

  • Provides a single, standardised framework for tracking and managing all metrics across your contact centre – in one place. 
  • Allows you to set goals and follow how each agent and the entire team are doing against each goal. 
  • 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. 

Create targeted KPIs in four steps

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.

Visualise workforce performance and track trends

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.

Agent performance and customer feedback

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.

How can I learn more?

To explore how Puzzel Performance Management can help you effectively measure your team’s performance book a demo now.