“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.
“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.”
“The competition factor, introduced by our ranking display, takes the performance even further by providing instant feedback and further empowering users”, he added.
Supervisors can configure a separate display per team, using a list of pre-defined real-time metrics, or counts of specific dispositions for selected services. They can also exclude other services, for example, those related to overflow calls, just to focus on core goals.
The Dashboard is displayed as an animated slide show on top of the ServicePattern’s Agent Desktop, and can be easily seen through the user interface at any time during the agent’s standard transactions; e-mail, chats, video or voice calls. The Dashboard shows a set of service metrics for each of the services assigned to the agent’s team, along with the agent’s personal performance statistics.
The Dashboard display covers metrics across all media types supported by ServicePattern: video (as part of the Rich Contact Experience), text, voice and e-mail.
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About Bright Pattern
Bright Pattern offers the next generation of cloud contact center and customer experience management solutions. Based on ServicePattern platform, architected from the ground up as a cloud-based service, Bright Pattern offers the right blend of enterprise-grade functionality, reliability, and scalability not otherwise available in the industry. For more information, visit http://www.brightpattern.com/.