Gamification techniques to benchmark performance
By giving agents visibility into their performance, they can benchmark their efforts against other agents and themselves. Gamification techniques are used to increase engagement by rewarding agents when specific goals are achieved.
Boost Contact Center Productivity
CxEngage Scoreboard is Serenova’s performance management solution that offers visibility into key performance indicators that can positively impact the customer experience.
With CxEngage Scoreboard, supervisors can create a culture of continuous development by boosting agents’ productivity, positively impacting important call metrics such as handle time and after-call work, and improving agents’ motivation and morale.
Real-Time Performance Dashboards
Customizable dashboards for both agents and supervisors indicate key performance metrics, such as average handle times, service levels, and wrap-up times. With CxEngage Scoreboard, you can publicly display metrics and KPIs that drive agent behavior – motivating employees with an automated slideshow of rankings, awards, and achievements.
Automated Coaching Tools
Leverage analytics to identify opportunities for agent improvement. CxEngage Scoreboard can auto-generate coaching sessions based on set performance thresholds, creating a culture of continuous development. And with real-time communication capabilities, supervisors can aid agents more quickly during customer interactions.