TouchPoint Accelerates Contact Center Performance Management with Platform Update

Better collaboration and workforce productivity have long been a challenge for call center managers. Now with remote workforces taking over, workplaces must have the support they need to track and record performance and reach agents from a distance.

In response to this growing need, TouchPoint One, a provider of employee engagement and performance management solutions for contact centers, has released significant updates for its Acuity Contact Center Performance Management platform.

The new updates focus on enhancing workflows, better agent coaching, and incorporating gamification. It also brings seamless integration with  Microsoft Teams, Zoom, Cisco (News - Alert) Webex, and other leading meeting solutions vendors.

New Acuity software updates also provide tools like Bill-to-Pay, Dollars Collected, Revenue to Budget, Employee Attrition, Incentive Bonus, Compliance Monitoring, and other reports.

Greg Salvato, CEO of TouchPoint One, commented, “Our latest update streamlines the routines that engender accountability, collaboration, and support and offers an expanded toolset to elevate the engagement and camaraderie necessary to unite and inspire distributed customer contact teams.”

For both work from home teams and hybrid workforces, the new feature enhancements make it easier to collaborate on spreadsheets, enter data in realtime, and feel connected even as they are dispersed. All of which leads to greater customer service efforts.

With new gamification options added, teams can compete on strategic learning games for prizes. Things like deciphering popular expressions or phrases - boosting morale and camaraderie.

Also included in the update are expanded employee assessment options for performance reviews and check-ins. Aspects such as goal setting, quality ratings, and task management help agents and managers work together while boosting retention rates.

“Connection and engagement among the dispersed contact center workforce are vital to delivering customer experiences that ensure continuous businesses success,” Salvato said.

Edited by Maurice Nagle