Portal – Agent Dashboard

Engage Agents To Improve Motivation & Retention

Connect Agents to Experience Management

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Portal provides a clear graphic display of calibrated survey predictions and agent rankings, keeping agents abreast of their own performance in real-time.

Engaged agents increase morale and happy agents drive improved customer experience.

Studies have shown that engaged contact center agents are:

  • 8 times more likely to stay than leave within the first year
  • 16 times more likely to refer their friends to the company
  • 3 times more likely to feel extremely empowered to resolve customer issues

Agent Portal helps groom employees into active participants in their own development path and empowers them by creating a sense of ownership. Proactive behaviors are encouraged via the Employee Portal Help Center.

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Encourage Agents to Take Proactive Action with the Portal Help Center

The Portal itemizes the Reasons for Contact that are most problematic for the agent, and provides resources enabling them to take ownership for improving these urgent concerns. From reviewing previous coaching sessions, best practices, or requesting coaching from their supervisor at the touch of a button, the Agent Portal Help Center encourages agents to take meaningful and targeted action.