Due to the different industries that your call center could be related to and the different management perspectives of KPI’s importance and calculations, AlasilaCX ’s PMS provides the simplicity and flexibility of adding, editing or creating various KPIs to better suit the business model that you are adopting in running your call center.
AlasilaCX PMS collects performance data from all your call center platforms. The KPI Manager then calculates the KPI scores based on your KPI definition taking the following into consideration:
It's great that you're recording Interactions and agent desktops. Now you need to use that knowledge to effectively analyze and evaluate agent performance and pinpoint skill gaps. AlasilaCX Quality Management helps you implement a systematic quality assurance program guiding your team leaders to conducting productive, efficient, regular evaluations.
Reporting helps identify agent strengths and weaknesses. Once you know them, you can address them with targeted training and coaching - and evaluate its effectiveness with customer feedback tied directly back to the original conversation.
AlasilaCX Performance Management Solution automates the process of
monitoring, measuring and evaluating the overall performance of the
customer engagement center in real-time.
The AlasilaCX Performance Management Solution captures and aggregates data across multiple platforms using a single interface. In addition, the software empowers agents by allowing them to monitor their own performance scores and manage their incentive plans and evaluations. This ultimately reduces operational expenses and increases the center’s delivery efficiency.
AlasilaCX Performance Management Solution gathers information related to agent performance from all your call center platforms. Examples of call center platforms include Automatic Call Distribution (ACD), Quality Monitoring System (QMS), Workforce Management (WFM), E-Learning component, etc. The dynamic KPI builder in AlasilaCX Performance Management Solution, allows call center managers to perform several functions. Functions include defining and formulating KPIs based on collected data, set KPI targets, and determine agents’ incentive plans based on these KPIs.
AlasilaCX Performance Management Solution provides an intuitive web interface. This web interface analyzes tracks and evaluates agents, supervisors, managers and overall call center performance based on the defined KPIs.
With AlasilaCX Performance Management Solution, your call center platforms are seamlessly integrated to provide efficient, resourceful and centralized interfaces to manage performance.
Shift planning in the contact center is no longer just about how many agents are on the roster. It is increasingly being used to ensure that the available agents have the right skills in order to deliver an outstanding customer experience.
AlasilaCX Workforce Management Solutions will ensure that you have the right number of agents, with the right skills, in the right place, at the right time. This means no long wait times and no unnecessary holds or transfers. Simple as that.
Your contact and service centers will be able to effectively forecast demand and create schedules that will improve both the efficiency and the effectiveness of your overall customer service operation. And when the unexpected happens, intraday reporting will alert your supervisors before it becomes a problem so that they can adjust the plan and continue to delight your customers.
Take full control of your shift planning. Know what to expect and avoid unexpected surprises. Forecast for multi-skill, multi-site, multi-channel, or any interval, including trend and seasonal analysis.
Staff costs are the single biggest expense in most contact centers. So, it pays to bring together business needs, agent preferences and scheduling rules to produce the best possible schedules.
Put real-time data at your team leaders’ fingertips. Manage intraday situations and stay in control of the day. Adjust schedules on the fly based on agent status and fluctuations in call or visits volume.
Let agents manage their own time and allow them to choose when they would like to work. Build the right schedule for both business and employees from the start.
Intraday reporting and real-time schedule editing allow you to monitor agent adherence and use drag-and-drop capability to adjust schedules based on real-time agent status.
Motivate your employees and reward achievement against targets. Agents will engage in a game-like competition that boosts motivation and rewards high performance.
Available for your smartphone and tablet through web-based tools. For managers and employees who need access to the right information regardless of when and where they are.
Manage performance with extensive schedule adherence reporting and drill-down graphs. Quickly access agent scorecards for various KPIs, such as absenteeism, schedule adherence and productivity.
Test the impact on service levels that would result from scheduling scenarios such as unusual sickness levels, changed opening hours, training schedules, product launches or ad campaigns.
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