Pipkins' Spreadsheet Performance Management consolidates real-time performance data into customizable reporting and dashboards so you can get the actionable data you need to move the needle. The performance of agent, team, and group metrics can be quickly delivered to every level of organizations from the front office contact center to the back office by utilizing Key Performance Indicators (KPIs).
Utilizing the Spreadsheet Performance Management tool enables users to customize data for their business needs through intuitive menu-driven drop down selections. By taking advantage of all of the Pipkins Vantage Point stored information, dashboards and reports can be easily created and delivered displaying call center and back office information for real- time views into organizational KPIs.
Informed decisions can then be made to proactively coach and develop under-performing agents in areas of need. Pipkins' Spreadsheet Performance Management makes it possible to:
- Create custom dashboards and reports from Supervisor to Executive levels
- Automate previously manually generated reporting processes
- Aggregate workforce management and other KPI information into one source
Real-time KPIs are critical to ensure accurate and up-to-date information. Once KPIs are received, agents can quickly change measured behavior. Real-time KPIs ensure no delay in communication of information. This is not true in a manual environment where agents often do not receive their KPIs for weeks or even months later.
Pipkins' Spreadsheet Performance Management streamlines the manual reporting processes, saving hours of time and labor to effectively deliver multiple dashboards and reports needed by management at all levels. By communicating real-time KPIs to agent desktops, productivity is instantly improved, hitting typical targets of AHT, Adherence, Contacts, and many others goals by which they are measured.