Contact Centre Performance Management Software

Engage, motivate, and reward your agents, whilst keeping your business on track to meet your organisational goals

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.

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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.

What Our Contact Centre Customers Are Saying...

Leading Energy Provider Takes Customer Service to the Next Level with Omnichannel Customer Experience

See how Shell Energy’s 1,400 agents used our platforms to reduce AHT by 50% and save £2 million in annualised operational costs.

Energy Disruptor Launches Omnichannel Service in a Digital-First Environment

Social Energy needed a customer service platform which would enable them to scale quickly help them deal with complex queries across multiple channels.

Leading Retailer Improves Contact Centre Health and Achieves 10% Efficiency Savings

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.

Health & Leisure Organisation Implements Cloud Contact Centre Technology to Support Flexible Working, Improve Stability & Increase Flexibility

See how moving to the cloud meant Nuffield Health’s 630 agents could deliver a high level of service and customer experience.

Registered Charity Move Their Interactions Handling to the Cloud - Whilst Empowering Advisors to Work Remotely

See how moving to the cloud meant Teign Housing's advisors could get a handle on multiple interaction channels.

UK Tourist Attraction Optimises The Help Centre and Transforms Customer Interactions

Longleat Enterprises get the most from Zendesk platform and introduce new self-service capabilities to manage demand.

Global Luxury Hospitality and Leisure Company Leverages Best-in-Class Platforms to Unify CRM and Contact Centre and Empower Personalised Customer Service

Belmond prioritises intelligent interaction routing and increased data insights with NICE CXone – implemented by Route 101.

E-commerce business uses ai-powered automation to resolve 2,000 tickets per week

musicMagpie uses Zendesk and DigitalGenius to manage inbound contact and halve resolution times.

BPO uses cloud contact centre software to double capacity during the pandemic

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.

Utilities Company Take the Next Step in their Service Journey, Delivering a Continuous Omnichannel Experience with Uninterrupted Operation

Route 101 help Wales & West Utilities take the next step in their service journey, deploying Lifesize CxEngage and Key IVR to deliver a continuous omnichannel experience with uninterrupted operation.

Equipment Rental Group Power Omnichannel Service in the Cloud with Route 101

Brandon Hire Station boost sales and CSAT with Route 101 and partners.

Online makeup and skincare retailer and subscription service fully automates 40% of its transactional queries

Beauty Pie work with Route 101 and Digital Genius to automate

See More Customer Stories

Performance management software and the customer experience

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.

Next-generation performance management software

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.

Capture and evaluate 100% of customer interactions
Leverage text and speech-to-text analytics to pull together phone, email, text, chat, social media and more into a single omnichannel view of customer interactions.
Integrate key data streams across the enterprise – including CRM, ERP, HR – to power multi-dimensional KPIs and reports.

Performance Management Software

Engage, motivate, and reward your agents, whilst keeping your business on track to meet your organisational goals

Our performance management software helps you to:

...and a lot more

What is performance management software?