Driving employee engagement and coaching

Improving agent performance and expertise real time

Common Challenges

When attempting to drive employee engagement and coaching, we have been asked to solve the following challenges

High components of AHT
Unknown unproductive behaviour
Unmotivated agents
Agents gaming the systems
Low service level adherence
Absenteeism & attrition

Our Solutions

When addressing the challenges around driving employee engagement and coaching our solutions were

Notifications in real time prompt agents based on CTI, 3rd party events and state times
Real time intraday agent view of performance
Gamification of intraday activity
Real time view for team leaders
In call provision of support and suggestions
Complete view of customer journey & sentiment

Benefits

Once our solutions were implemented, businesses have seen major benefits

Empowering Agents
transforming contact centres

Our contact centre solution improves the performance and well being of the agent, substantially enhancing productivity and customer experience.

You will see an immediate 7-12% AHT reduction, with further substantial productivity gains over time

0 %

ROI in year 1

- 0 %

AHT Reduction

The ultimate contact centre solution

 5/5

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About Datatrack

Advanced solutions for contact centre, UC&C and Call Handling.

Actionable insight using powerful real-time data analysis, intelligent automation and customisable dashboards supporting rapid data driven decisions

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