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Announcing PlayVox - July '15 Release - New! Agent Dashboard, Karma points and more.

Announcing PlayVox - July '15 Release - New! Agent Dashboard, Karma points and more.

[fa icon="calendar"] Jul 29, 2015 8:55:00 AM / by Oscar Giraldo

Oscar Giraldo


Quality Management Software for Call Centers

 3 New capabilities to drive consistency and performance across teams
1. Performance Dashboard Enhancements:

New! Agent dashboard view by metric goals.

Agent dashboards now show at-a-glance thresholds for achievement toward each metric goal. A simple graphical view shows red, yellow, green bars for each metric to indicate achievement level toward a goal. Administrators will still be able to set the goal for each metric. In a future release, administrators will be able to set threshold levels for the color code system.

New! Performance Point System.

We've added a new point system to support more granular stack ranking of employees by performance metrics and campaign. This ranking point system will be used to rank individuals within their team. Rankings will show up on agent, team leader, and program manager dashboards. These more granular rankings will also be used to support automations of posts and rewards.

 



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2. Karma points are now customizable:
Karma Points – customize your point system. We’re expanding the set of achievement factors and actions used to award points – community wall engagement actions, learning achievement, and PlayVox login activity. Check out the list below. We’re allowing you to set the points for each achievement factor. And we’re allowing you to set achievement levels for recognition badges.
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3. Coaching Enhancements:
Analytics to track coaching effectiveness and performance improvements. Select time periods to compare performance improvements generated by coaching feedback. Now team leaders have the flexibility to set start and end dates for periods of time before coaching and after coaching on the coaching feedback form. Comparing performance improvements between these two time periods is a measure of coaching feedback quality and how effectively agents apply that feedback. This effectiveness score shows up on the team leader’s coaching dashboard. 
before-after-coaching
 
Stay tuned for our August release!
Oscar Giraldo

Written by Oscar Giraldo

Founder & CEO of PlayVox - Entrepreneur on a mission to make call centers better places to work.

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