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Performance Management Portal

The Cloud9 Performance Management Portal automates the agent performance management process by providing direct call centre performance feedback to managers, supervisors, and agents. It offers a user-friendly interface via a clear and easy-to-understand dashboard display tool to enable viewing of your call analysis data.

The faster contact centre managers, supervisors, and agents get feedback, the more likely they are to take action to improve their performance and your customer’s experience. We help to motivate them and foster a competitive spirit with our easy to understand performance ranking data.

Use the Cloud9 Performance Management Portal To Motivate Your Agents

The performance management portal delivers call centre performance feedback with the following features:

  • Metric Tiles – Personalised easy to read performance indicators display current performance & trend information. Aggregate all key performance measures into a single view.
  • Performance Feed – Contact Centre performance feedback is delivered as continuous, plain language alerts and notifications, personalised for each user (individuals or team leaders). Take direct action from feed items.
  • Ranking Data – Agents are encouraged to compete beyond just hitting the minimum target. Access to rank data for each metric and key performance indicator motivates a competitive culture for high performance.
  • Watch List – Individuals can keep an eye on key areas at risk or needing improvement through a personalised list.

Comprehensive reporting for increased agent performance

  • Metric tiles – Personalised easy to read performance indicators display current performance & trend information. Aggregate all key performance measures into a single view.
  • Ranking data – Agents are encouraged to compete beyond just hitting the minimum target. Access to rank data for each metric and key performance driver motivates a competitive culture for high-performance.
  • Watch list – Individuals can keep an eye on key areas at risk or needing improvement through a personalised list.
  • Performance feed – Performance feedback is delivered as continuous, plain language alerts and notifications, personalised for each user. Take direct action from feed items.

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