Performance management software to inspire your employees, improve performance and help your business realise your customer experience goals. Provide continuous feedback within a social, web-based environment, whilst reducing supervisor workload and making it easy to understand performance. Invest in training that works and increase agent satisfaction with performance management software in the cloud.Book a discovery call
Performance management software is one of the elements of workforce engagement management (WEM). It helps you to engage, motivate and reward your agents, whilst ensuring your business stays on track to meet your organizational goals.
Track employee engagement and performance with intelligent dashboards, gamify KPIs and automate challenges to promote a culture of recognition and improve agent and customer satisfaction.
Inspire employees to improve with continuous feedback. Show meaningful comparisons to their team and encourage positive behaviours with gamification.
Maximise everyone’s contribution to success by aligning performance goals, promoting collaboration, and holding everyone accountable for results. Align goals with business objectives and increase manager and agent efficiency.
Identify individual training needs and quantify results to improve your training programs. Analyse before and after performance and create a cost/benefit analysis for training efforts.
Streamline access to information and standardize metrics across multiple sources. Consolidate data from your CRM and other systems and create role-based, real-time dashboards.
Drive continuous improvement and a high-performance culture with customisable KPIs and dashboards aggregated from various sources.
Increase supervisor efficiency and enable focus on high value activities by automatically creating and sharing performance scorecards.
See how Shell Energy’s 1,400 agents used our platforms to reduce AHT by 50% and save £2 million in annualised operational costs.Read More
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Holland & Barrett’s omnichannel service platform allowed them to handle a 500% increase in contact volume and launch a dedicated HR line for staff in <72 hours.Read More
See how moving to the cloud meant Nuffield Health’s 630 agents could deliver a high level of service and customer experience.Read More
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Longleat Enterprises get the most from Zendesk platform and introduce new self-service capabilities to manage demand.Read More
Belmond prioritises intelligent interaction routing and increased data insights with NICE CXone – implemented by Route 101.Read More
musicMagpie uses Zendesk and DigitalGenius to manage inbound contact and halve resolution times.Read More
Teleperformance UK Group worked with Route 101 to implement NICE CXone - enabling the business to scale at speed and meet unprecedented levels of inbound demand.Read More
Deliver the outstanding customer experiences that drive business growth.
Assessing and managing contact centre agent performance is vital – they’re the ones on the front line, interacting with your customers after all. A poor performance can have serious ramifications on your business objectives and could mean your customer experience takes a nosedive.
Performance management helps contact centre employees perform their jobs effectively in the most efficient way possible; it connects processes and policies to the customer experience to ensure agents understand the impact of their actions; and it promotes a culture of continuous improvement that focuses on elevating the quality of the customer experience.
Whether your contact centre’s primary function is customer service, technical support, sales or collections, Route 101’s performance management software can help to ensure your agents are given the tools and coaching they need to succeed.
Aggregate, analyse and track agent performance, enable targeted coaching and inspiring gamification, and leverage holistic reporting to deliver highly relevant insights to managers, supervisors, and agents.