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 KPI's / Balanced Score
Measure the KPI's that are important to your business. • Combined and weighted KPI's produce a "balanced score." • Measure sales, customer satisfaction, quality, efficiency, attendance and more. • Scores updated each day or in real time. • Customizable targets for different locations, projects, teams, and agents. • Drill down to determine root cause.
Link Pay to 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
"Before Acuity, there was no alignment between us and our customers. We weren't even capable of identifying our best or worst performing agents, let alone effectively support them."
- Casey Kostecka | Convergent President
"Prior to deploying Acuity, the effort required to prepare and share performance intelligence was manual, time-consuming and inefficient. Our team had established exceptional business intelligence principles and practices, but we were limited in our ability to fully leverage them until we synthesized everything through Acuity."
- Angela Blevins, Vice President of Club Services
"Acuity helps us operate more efficiently by streamlining the collection, synthesis and access of performance data from the disparate systems that support our contact centers. The Acuity dashboards are simple to use with features that enable agents and managers to identify and investigate performance strengths and deficiencies and apply that intelligence to increase quality and enhance the customer experience.”
- Cindy Dossett, Performance Assurance Manager
Contact Center Performance Management - Simplified.
From the ground-up, Acuity was conceived and designed specifically for contact centers and the people accountable for their performance.
No Hardware. No Software. No Problems!
Acuity is easy to deploy, will align, empower and inspire your personnel and deliver clear and compelling ROI – at a cost that is likely a fraction of what you’d expect.
- All of the data and business logic that your contact center relies on is stored and accessible from one place.
- Personalized dashboards and scorecards deliver role-based features, intelligence and alignment at every operational level.
- Integrated quality monitoring, quizzing and ESAT modules enable you to instill best practices, maintain quality and ensure compliance.
- Messaging and chat systems facilitate fluid coaching, support and other interaction to promptly address challenges and capitalize on success.
- Low-cost, easy to deploy Cloud-hosted or on-premise Software as a service Solution (SaaS).
TouchPoint One, a leading provider of Contact Center Performance Management software today announced that Vectren has selected its Acuity solution to improve the efficiency and effectiveness of its contact center operations... (more...)
January 12, 2015One of the many great truths voiced by the iconic Green Bay Packer coach, Vince Lombardi, exemplifies the core principal behind the growing interest in modern game mechanics, aka “gamification” among businesses today... (more...)
TouchPoint One, the leading provider of Contact Center Performance Management software solutions, announced today that TMC, a global, integrated media company, has named Acuity as a 2015 CUSTOMER Product of the Year Award winner. (more...)
November 20, 2014Acuity Contact Center Performance Management new release delivers core platform upgrades as well as new or enhanced features focused on employee attrition management, analytics, monitoring and employee recognition and engagement. (more...)
You've invested in the best leadership, technologies, and human capital sourcing and development partners available to formulate and perfect the secret sauce that makes your enterprise exceptional and successful. (more...)
October 22, 2014Achieving maximum value from nearly every category of business expenditure is dependent on the performance of the enterprise's contact centers. Launching a $ multi-million marketing campaign that establishes expectations for customers without involving and aligning the contact center? (more...)
October 16, 2014Session 202 - "All for One & One for All" - ICMI Contact Center Demo and Conference, Tuesday, November 4, 2:15 p.m. - 3:30 p.m. CT will include a Contact Center Performance Management Primer, Case Study and Q&A with TouchPoint One CEO, Greg Salvato and Convergent Outsourcing President, Casey Kostecka. (more...)
September 30, 2014A recent Gallup Business Journal article entitled, “To Win With Natural Talent, Go For Additive Effects” details how four specific human capital strategies can be combined to achieve 59% more growth in revenue per employee while also states that “…how companies manage and develop stars hasn't improved over the past decade.” (more...)
September 23, 2014TouchPoint One, a leading provider of cloud-based Contact Center Performance Management solutions, announced today that customer Convergent Outsourcing, Inc. has been named a 2014 Technology Leadership Award winner for Operational Innovation in the Customer Excellence category. (more...)
May 28, 2014TouchPoint One to sponsor Hire Dynamics 32nd Annual Contact Center Executive Forum taking place Wednesday, June 4th, 2014 from 11:00am-1:00pm at Villa Christina in Dunwoody, Georgia. (more...)
April 10, 2014Following a highly competitive application process, the International Customer Management Institute (ICMI) recognized Casey Kostecka, Convergent Outsourcing, Inc. as a finalist for Best Use of Technology. Winners will be announced at the Annual Global Contact Center Awards Dinner on May 7th in San Diego. (more...)
December 03, 2013TouchPoint One, an innovative provider of enterprise performance management solutions to the world’s leading contact centers, announced today that Bluegreen Vacations has selected its Acuity Contact Center Performance Management... (more...)