Contact Center Performance Management

Overview
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Key Capabilities
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Features
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Benefits
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Integrations
Acuity collects, generates, and synthesizes disparate systems data to create a single source of truth, enhance digitized processes, deliver actionable insights, and align, empower, and engage every CX stakeholder.  
Product Information (PDF)Product Information (PDF)
Know
Equip
Align
Engage
Listen
Develop
FulFill

Know

Analytics – Reporting – Scorecards
Acuity’s enterprise-class data platform and analytics engine provides the robust intelligence backbone needed to integrate departmental silos and unify stakeholders along a cohesive strategic and business intelligence vision. Acuity aggregates and synthesizes KPI data from all of your critical systems and provides customizable scorecards and dashboards for literally any business stakeholder. Acuity offers advanced configuration and analytic modeling, AI-powered predictive workflows, and industry-leading gamification to improve business performance, boost employee engagement, and enhance customer journeys.

Equip

Imagine Your Workforce Equipped with a Total Package of Tools to Empower, Engage, Align and Perform.
Equipping contact center personnel with information, technology, training, and support is vital to realizing maximum performance for customers, employees, and business. When the CX workforce feels confident in their ability to effectively assist customers and have the resources they need to do their job, they are more likely to be engaged, motivated, and happy.

Acuity provides on-demand performance awareness, functional role-based dashboards, and real-time guidance, engagement, and incentive systems that raise individual and team performance. Equip your customer contact teams with the industry’s premiere performance platform.

Align

Web-based Dashboards and Productivity Power Tools for Every Role
Intelligence is optimized when it is complete, accurate, actionable and shared. Acuity is a web-based solution accessible to any business stakeholder. Agent, supervisor, operations managers, QA, IT, HR, Sales, Finance and the C-suite as well as vendor-partners, clients, auditors and shareholders can coordinate efforts upon a common understanding of vision, values, strategy and success.

Engage

Communications – Alerts/Notification – Gamification
Engaged employees perform better, contribute more and develop faster. Companies with highly engaged workforcesoutperform their peers by 147% in earnings per share, report 23% better rates of employee turnover and are 12 times more likely to have strong business results. Is employee engagement a core business strategy in your organization?

Acuity enhances the digital experience through fluid workflows, immersive data visualizations, gamification, communication channels, alerts and notifications and e-learning features to inform, inspire and advance both the skills and execution capabilities of employees. Gamification innovations like A-GAME and Treasure Hunt transform performance management and employee engagement while strengthening bonds throughout all organizational levels.

Listen

Voice of the Employee (VoE) – Pulse Surveys – Quality Monitor
Employees today expect that their input can be easily and continually contributed and has the potential to influence change. Open communication to and from leadership is vital to an organization’s effectiveness, adaptability and sustained alignment. TouchPoint One Voice of the Employee solutions are flexible and simple to set up with gamification-enhanced delivery options that encourage participation and increase overall value. Data gathered can be correlated with other analytic models, performance scorecards and engagement measures to deliver unparalleled strategic insights.

Develop

Data-driven Coaching – E-Learning – Tailored Professional Development

Actively develop talent to retain it – creatively and intelligently, from onboarding and establishing standard skills to developing expertise for future career ambitions.

Acuity enables employees and managers to ensure that:

  • Expectations and goals of the company are always consistent and clear.
  • Individual, team and program strengths and weaknesses can be quickly identified and understood.
  • Recognition is timely, meaningful and candid - integrated within all aspects of employee development and achievement.
  • Design and execution of improvement strategies can be managed in real-time.
  • Conversations regarding performance, learning and career development opportunities can be effortless and ongoing.

Acuity combines innovative digital engagement, artificial intelligence and analytics, communications and experience design to help you build trust, elevate talent development and strengthen your employer brand.

Fulfill

Performance Pay – Reward & Incentive – Give/Contribute – Fitness & Lifestyle
The journey and experience of employees is as critical to business success as that of its customers. Recent studies have shown that happy employees are on average 12% more productive and employers with the most emotionally healthy workplaces realize even far higher rates of employee performance. Employee fulfilment is a multi-faceted challenge that isn’t addressed through the implementation of technology or scientific innovation alone. Creative and sustained effort from leaders across all organizational departments is vital to establishing an authentic and differentiated people-centric culture that actively facilitates employee development, advancement and well-being. To succeed in this endeavor requires a robust, proven technology platform and for contact centers and back-office operations, that platform is Acuity.

Key Capabilities

• AI-Ready Data Integration:
Seamlessly aggregate and organize data for compatibility with Leading Learning Models (LLMs) and other AI technologies.

• Visibility and Influence:
Gain visibility to and influence the behaviors that drive exceptional CX and organizational performance.

• Insight into KPIs/Metrics:
Gain insight into non-obvious KPI/metric relationships to improve decision-making and refine strategy.

• Organizational Alignment:
Establish and maintain consistent organizational alignment across sites, departments, vendors, and distributed workforces.

• Employee Engagement:
Connect, mentor, and engage the workforce in new ways via TouchPoint One’s award-winning gamification, reward, and incentive programs.

• Training and Development:
Deliver training based on process and behavior related metrics in addition to performance outcomes.

Features

Coaching
Advanced Coaching Platform for Enlightened, Empowered, High Yield Leaders.
Multiple Dashboard Views
Provide role-based reporting and analytics of performance data for any level of the operation.
Performance Management Data Warehouse
Central repository and analytic platform geared specifically for contact center systems and operations.
Performance Gamification
Custom-tailored for contact centers, Acuity gamification eliminates the risk and boosts employee engagement, business results and the customer experience.
Business Logic Engine
Enables configuration of custom KPIs, performance metrics, balanced score and business rules.
Unlimited Analytic Modeling
Comprehensive KPI modeling for any role or asset - internal (agent, supervisor, trainer, etc.) or external (outsourcer, staffing provider, etc.).
Quality Monitoring System
integrated agent review and quality monitoring system.
Messaging and Alert Engine
Agent support, coaching and personnel communication system.
Employee and Customer Survey
Survey distribution and data management module.
Employee Evaluation
Ensures consistent, standard employee assessment and review.
Reporting and Trending
Comparative analytics, statistics, trending and drill-down across all organizational levels.
Performance-based pay
Achievement based compensation module integrates directly with payroll system.
Attrition Tracker
Measures attrition from team/supervisor to operation-wide and provides analytics across all configured attributes.
Dynamic Relative Ranking
comparative analytics, statistics, trending and drill-down across all organizational levels.
Gamified Rewards & Incentives
Enables employees to earn points/rewards that can be redeemed for cash, gift cards, days off, gym membership - almost anything.

Benefits

Contact Center Leaders Choose Acuity and Realize the Following Benefits 
Operations

• Maximize value of people, systems, data, and processes

• Improve Call Handling Times, Agent Utilization, Sales Conversion, CX, etc.

• Streamline data management and reporting for every customer contact stakeholder

• Reduced Agent Turnover and Absenteeism

• Command and Control Service Levels Equipped, Informed, and Confident

Management

• Strengthen Team Connectedness, Engagement, and Alignment to Boost Performance

• Increase Awareness of Your Management Process, Delivery, and Outcomes

• Increase Your Leadership Capacity

• Lead, Mentor, and Engage with Multi-Dimensional Awareness

• Elevate Individual and Team Engagement with On-demand Gamification, Reward & Incentives

• Boost Productivity, Effectiveness, and Efficiency via Digitized Performance Review, Coaching, and Automated Workflows

Senior Leadership

• Gain Visibility to and Influence the Behaviors that Drive Exceptional Organizational Performance

• Gain Insight to Non-Obvious KPI/Metric Relationships to Improve Decision-making & Refine Strategy

• Establish and Maintain Consistent Organizational Alignment Across Sites, Departments, Vendors, and Distributes Workforces

• Connect, Mentor, and Engage the Workforce in New Ways via TouchPoint One’s Award-winning Gamification, Reward, and Incentive

Agents

• Maintain Clear, Consistent, and Complete Awareness of Goals and Objectives

• Connect and Exercise Voice Directly with Peers, Managers, Training and Support

• Maximize Total Compensation and Career Advancement Potential

• Reduce Stress While Improving Work-life Balance and Happiness

Sales/Marketing

• System is a Competitive Differentiator and Enhances Employer Brand

• Enables Vendor/Partner Transparency and Alignment

• Measure and Track Contracted SLAs in Single View

HR/Legal

• Clear, Communicated, Measured and Tracked Employee Objectives

• Effective and Consistent Employee Evaluations

• Consistent and Automated Agent Notifications

• Reduced Wrongful Termination Claims

Training & Development

• Optimize Training and Development Budgets with Real-time awareness of strengths and opportunities

• Identify Gaps in Learning Content

• Assess Performance Across Geographies, Teams, Departments, and Workforce Attributes to Strengthen Training Programs

• Deliver Training Based on Process and Deliver-related Metrics in Addition to Performance Outcomes

System And IT

• SaaS/Cloud solution eliminates capital investment and upgrade fees, lowers start-up and integration costs.

• Contact centers do not to have to purchase, set up, maintain, and upgrade hardware and software.

• Lower Cost of Data Management & Reporting

• Reduce Cost of and Accelerate Digital Transformation

Business

• Boosts Growth, Profit, and Shareholder Value

• Enhances Employer Brand

• Reduces Workforce Turnover

• Improves Organizational Awareness, Transparency, Alignment, and Agility

Operational

• Improved Call Handling Times

• Increased Agent Utilization

• Increased Sales Conversion

• Increased Customer Satisfaction Scores

• Reduced Agent Turnover

• Reduced Absenteeism

• Increased Supervisor Span of Control

Sales/Marketing

• System is a differentiator in the  Marketplace

• Client has View to their Program Performance in Near Real-time

• Able to Measure and Track Contracted SLAs in Single View

HR/Legal

• Clear, Communicated, Measured and Tracked Employee Objectives

• Effective and Consistent Employee Evaluations

• Consistent and Automated Agent Notifications

• Reduced Wrongful Termination Claims

System And IT

• SaaS/Cloud solution eliminates capital investment and upgrade fees, lowers start-up and integration costs.

• Contact centers do not to have to purchase, set up, maintain, and upgrade hardware and software.

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Ready to see how Acuity
can benefit your business?

We're waiting to talk to you.
Schedule a Demo

Ready to see how Acuity can benefit your business?

We're waiting to chat with you and your team.
Schedule a Demo
Our customers are seeing results.
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Integrations

Systems and Data Integrations

No coding. No IT. No expensive, long-term projects. In fact, wherever possible, we automate data connections, so once initially configured, they require almost no ongoing maintenance! Rather than wasting time chasing after siloed data within cumbersome Excel spreadsheets or perplexing BI tools, every member of the workforce, from the C-suite to the front-line, will have on-demand access to the information, tools, and inspiration they need to succeed via a single, real-time platform for autonomy, performance, and engagement.
Native Generation
Acuity’s native workflow, gamification, QA, messaging and survey, quizzing, and other application modules capture, generate and/or log data automatically.
Data Connectors
Acuity data connectors pull data from leading enterprise applications such as Genesys, Oracle, Kronos, ADP, NICE inContact, Verint, Aspect, Avaya, SAP, Mitel, Workday, Cisco, Serenova, Ceridian, Talkdesk, Pipkins, Salesforce, Five9, Zendesk, Noble Systems, SharePoint, Azure, and others.
REST APIs
Acuity also offers REST (Representational State Transfer) API calls for system integration. Using this model, RESTful APIs are used to push data to Acuity’s cloud servers.
Secure FTP (SFTP)
The most popular approach to data integration is via Secure FTP (SFTP). In this model, data (typically formatted as csv, xml, json, or xls/xlsx) is pushed from the client, client’s client, or third-party system to Acuity SFTP and, in turn, imported to Acuity cloud servers. In most cases, this process is fully automated, but can be managed manually if necessary.

Trusted by many

“Acuity has made life so much easier for the leadership team!  Having a balanced scorecard is a necessity in our environment.“

‍- Brandi Stadie, Senior Director of Veyo Contact Center Operations, Phoenix, AZ

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“With TouchPoint One's advanced platforms and expertise, we've seamlessly integrated gamification into our performance management, boosting employee engagement and efficiency.“

- Mark Wilson, Chime Solutions CEO

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“We are saving ourselves so much time and so many headaches. It is just a better way to work.”

- Tereasa M. Vukanovich, Manager, Regulatory Compliance & Audit

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101 W Ohio St, Suite 2000 Indianapolis, IN 46204
info@touchpointone.com
(317) 454-8200
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Role-Based Dashboards

  • Displayed on EVERY DESKTOP from agent to CEO.
  • Easy to understand, color-coded scoring.
  • Integrated message board and links to other tools.
  • Real-time updates of KPI performance, hours and pay.
  • Ability to identify performance issues within seconds vs. days.

Custom KPIs/Scorecards

Acuity is configurable to report in any time frame including real-time. Real-time reporting is supported in one of two ways.

1) When the KPI is related to activity being collected within Acuity natively (i.e., quality, attrition, tool utilization, engagement, etc.) or,

2) via proprietary or third-party data connectors that enable fluid movement of data from the source systems and Acuity databases.

Gamification

  • Custom-tailored for contact center operations.
  • Geared for individual and/or team motivation and recognition.
  • Rapid and sustained boost in employee engagement, retention and performance.
  • 100% aligned with performance and business objectives.
  • No custom development required to deploy.
  • Appeal to any workforce demographic and intrinsic or extrinsic motivators.

Unlimited Analytic Modeling

Acuity enables configuration of nearly any type of analytic model or scorecard. From agent to supervisor, program, systems, financial, or employee engagement (beyond mere surveys), Acuity facilitates "multi-dimensional" analytics that provide unique insights into operational effectiveness, the impact of actions across departments or functions, and identification of distinct strength and weakness at any organizational level.

QA Monitoring & Scoring:

  • Flexible agent evaluation software tailored to your needs.
  • Integrated evaluations, scoring and reporting.
  • Easy analysis of each component of a transaction.
  • Create multiple, customized QA forms for each project.
  • Link QA results directly to agent and management pay.

Employee and Customer Survey:

  • Create customized surveys for employees.
  • Anonymous or open channels for fluid employee input and perspectives.
  • Track & score results in real time.
  • Link financial results with any/all customer experience metric.
  • Measure employee engagement through surveys and activity.

Quizzing & Testing

  • Quickly & easily create quizzes and tests.
  • Incentivize participation and performance via integrated gamification.
  • Send quizzes to agents, teams, projects, and track results in real time.
  • Identify problem areas and increase knowledge & performance.
  • Encourage continuous learning and development.
  • Great tool for new hires, recurrent training & regulatory compliance.

Reporting & Analysis

  • Robust, flexible reporting system.
  • Customizable, self-directed reports.
  • Numeric or graphical, date range, trend, and comparison.
  • Provides "actionable data."
  • All reports are printable and can be saved.

Pay-for-Performance

  • Link performance to financial targets and results.
  • Identify your most valuable employees based on the "balanced score."
  • Create a "pay for performance" plan, easily.
  • Improve morale by ensuring compensation is fair.
  • Drive performance through recognition and reward.