Track agent performance metrics that matter and improve CX
Track customer service KPIs in real-time to recognize and correct team performance
Keep your finger on the pulse of agent and team performance. Discover Playvox Performance features and capabilities.
Go beyond standard customer service metrics
What gets measured, gets managed
Your business is unique. So are your KPIs. Use the powerful formula builder to create KPIs unique to your organization and track at your fingertips.
Keep team performance on track
Track multiple KPIs in a single view
Combine multiple KPIs into a performance campaign. Track progress by individual member or for the whole team.
Define objectives, view progress in personalized dashboards
Team visibility, collaboration and empowerment
View leaderboards, rankings, and goal attainment by individual, motivating and empowering team members.
Combine QA results with Performance KPIs for better operational visibility
Create a more holistic view of customer service operations
Combine QA scores, effectiveness, total evaluations and customer service KPIs for new insights into agent and team performance.
Results-based coaching and recognition
Provide continuous feedback based on results
Boost morale by recognizing outstanding performance in leaderboards and identify coaching opportunities for team members below goal.
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