Why real-time performance management?
Inova Solutions real-time performance management for contact centers, delivers real-time, actionable metrics that both inform and motivate your staff, while streamlining and automating your existing reporting processes. This combination enables you to quickly get important customer service data to the right people, which helps to improve the customer experience…while making your life much easier. At Inova Solutions, we’ll do more than just help you see performance data from your ACD platforms. We’ll work closely with you to:
- Identify and integrate key metrics from other contact center and business platforms that have the greatest impact on efficiency and the customer experience
- Consolidate, standardize and target key performance indicators (KPIs) across locations and systems, including ACDs, Dialers, IVRs, Workforce Management and other enterprise platforms and databases
- Share vital information via customized digital displays and wallboards, readerboards and dashboards, giving your entire team the ability to get a more complete view of performance at a glance
- Develop response plans by establishing threshold levels, determining reaction timing and creating instructional messages, as well as setting visual, audio, text and email alerts
Inova real-time performance management solutions are built on Inova LightLink®, our powerful, flexible and open software platform that scales to meet your needs – whether you have ten agents in a single center or hundreds of agents across multiple sites.
Achieve the goals that are most important to your organization. Inova real-time performance management solutions for contact centers help you and your team:
- Improve responsiveness and customer experience
- Boost agent performance and morale
- Increase revenues
- Reduce operating costs
- Streamline real-time call center reporting processes
- Minimize customer and agent turnover
- Avoid negative publicity and damaging social posts