News : Metrics Dashboard Lets Contact Center Agents Monitor Their Performance
"How many sales have I made today? Can I spend extra time with this customer or do I have to complete this call as soon as possible? How long are the customers waiting before they get connected, are they potentially frustrated? How do I compare to other team members and where can I improve?"
These are typical questions answered by BrightPattern’s new Agent Metrics Dashboard feature that displays personal performance metrics to agents in real-time.
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"The capability for agents to see their up-to-the-minute performance indicators, combined with an incentive-based compensation plan is a great productivity booster," said Konstantin Kishinsky, CEO of Bright Pattern, "we are excited to offer this functionality as a standard feature, activated by just a couple of clicks."
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About Bright Pattern Inc:
Bright Pattern is an effective cloud contact center software which helps businesses to simplify multichannel service. Bright Pattern’s solution features enterprise-grade architecture that offers non-disruptive maintenance with on the fly upgrades and scales from 5 to 10,000 concurrent agents with a measured 99.99% uptime. Bright Pattern’s out-of-the-box CRM integrations increase agent productivity with integrated UI, click to call, screen pop, and activity history, automatically saved with the ticket. Bright Pattern’s solution has usability that is second to none with a new intuitive desktop for managing omnichannel experiences, a unified interface to set-up and modify workflows, and a monitoring, reporting, and quality management for and across all channels.
Published: Tuesday, December 16, 2014
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