Analytics and Performance Management
Benchmark and manage performance across your entire contact center.
By giving agents visibility into their performance, they can benchmark their efforts against other agents, themselves and the goals of the contact center team as a whole. Real-time dashboards, gamification techniques and automated coaching increase engagement and reward agents for achieving their personalized goals.
Turn productivity into positive customer experience.
Offer 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 reinforcing important call metrics such as handle time and after-call work, and improving agents’ motivation and morale.
Track and display agent performance in real time.
Highlight key performance metrics that drive agent behavior like average handle time, service levels and wrap-up time with customizable dashboards for both agents and supervisors. Motivate employees with an automated slideshow of rankings, awards and achievements.
Coach and Improve
Adjust performance with automated coaching tools.
Leverage analytics to identify opportunities for agent improvement. Auto-generate coaching sessions based on set performance thresholds and create a culture of continuous development. Aid agents more quickly during customer interactions with the real-time communication capabilities of CxEngage.
CXEngage – the Human-Centric Contact Center
Transform your Contact Center by moving to Lifesize.
Create customers for life with native Omnichannel and video capabilities delivered on the most usable Contact Center platform.
Try us out with our special offer:
Join leading organizations around the world serving customers with Lifesize contact center solutions.
Make the future of work effortless.
We bring over a decade of know-how to deliver trusted cloud contact center and video meeting solutions that help your business run smoothly today — and tomorrow.
Modernize Your Contact Center
Deliver consistent agent experience and customer engagement that will differentiate your brand.
“The contact center platform has far exceeded expectations. We can be dynamic and flexible…it’s put us in a much better position, both when it comes to understanding patient needs and addressing them.”
Lucy Balmer, Head of Contact Centers & Shared Services, Nuffield HealthLearn how Nuffield Health communicates better