Contact Centre
How well does your contact centre operation use its data? There are few areas of the customer service operation that use more data than here, but with so many measurables, storing it in an accessible way can quickly get out of control.
If your desktop is awash with spreadsheets upon spreadsheets, miPerform can help. Our dashboard brings together all of your contact centre data into one, easy-to-understand view that is personalised to every team member that needs access.
Key business goals, targets and customer information sit side by side, giving your team the data they need to be the best at their job every day.
If your desktop is awash with spreadsheets upon spreadsheets, miPerform can help. Our dashboard brings together all of your contact centre data into one, easy-to-understand view that is personalised to every team member that needs access.
Key business goals, targets and customer information sit side by side, giving your team the data they need to be the best at their job every day.
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Three ways miPerform supports contact centres
Performance dashboards
miPerform’s performance dashboards display a personalised view to each individual team member. Here, they can see how they are performing according to the metrics that matter to your operation, such as customer satisfaction scores, average handling time, cost per call or any others. This inspires a cycle of continuous improvement among your high achievers and helps your staff hold themselves accountable, increasing job satisfaction and resulting in happier customers.
miWorkfows
Do follow-up calls always happen in your operation? Do tasks always get pushed onto the next person? In a fast-paced environment it’s easy for a miscommunication to result in something slipping through the gap. miPerform has a solution – its workflow functions help keep things moving, ensuring service outcomes are optimised and reducing complaints.
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Coaching and training
Because miPerform brings all your data together, team leaders can clearly see which areas of the job individuals are struggling with and plan time in to train them up. By monitoring their performance after training, you can see how well it’s worked and whether it could be worth doing again in future.
Schedule a demo with our expert team today
Get in touch to organise an online demo of miPerform, or sign up to trial our solutions for free.
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