Scorecards and Gamification
Build a great culture of growth and feedback within your team with Scorecards and Gamification tools.
Automated Quality Management (AQM)
Scorecards are an AQM tool that allows you to analyze 100% of customer calls using speech analytics to measure the performance of your agents.
With the ability to set up leaderboards for your team, supervisors can align their team and put some friendly competition into their process.
Keep Your Team Focused
Scorecards provide clear and concise information about what is expected of team members, allowing them to focus their efforts and energy on achieving specific goals.
Clarity will allow for better alignment on individual goals with your organization’s goals, ensuring that everyone is working towards the same objectives.
Automating Quality Management
Automated Quality Management (AQM) is the future of customer service excellence. Using AQM, you can compile insightful scorecards for your agents to better understand their holistic performance.
Provides comprehensive quality management scores – minus the extra personnel & cost
Identifies training opportunities to improve agent performance
Delivers baseline individual and team performance scores
Improves understanding of performance scores with an expanded sample size
Friendly competitions improve moral and growth.
Gamification in a contact center is applying game design elements and principles to spur teamwork. Supervisors can use leaderboards to manage friendly competition.
The goal of gamifying the evaluation process is to encourage employees to reach their performance targets and improve their skills.
Success You Can Measure
See how other contact centers have seen improvements when they added workforce optimization solutions into their daily operations.
In one instance, introducing eCoaching singlehandedly resulted in a team’s overall improvement of:
When the same contact center added quizzes to assignments, performance improved by:
Customers can be assured they’re getting the best team of people to help with agents that are being trained efficiently.
Know Your Metrics
Scorecards and evaluations keep the team aligned on what’s important and encourages self-growth.
With technologies like AQM, supervisors can pull insights from large data sets with ease and focus on their people.
Try Xima yourself. Schedule a demo today.
Whether you’re a reseller, end user, or just a little curious, the Xima Suite has something to fulfill your business needs.
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