New Sidekick™ Release Transforms Contact Center Frontline Managers into Capable, Confident Leaders
INDIANAPOLIS, Indiana, January 22, 2020 — TouchPoint One, the leading provider of employee engagement and performance management solutions for contact centers, today released an update of its Sidekick agent coaching system. Sidekick enables supervisors and other front-line leaders to intelligently and systematically manage coaching, recognition, and other agent support activities across the full spectrum of performance metrics. Sidekick is fully integrated with TouchPoint One’s award-winning Acuity contact center performance management platform and is available immediately as a free upgrade to current Sidekick customers.
“Since its initial release last year, customer enthusiasm for Sidekick has been extraordinary,” said Greg Salvato, CEO of TouchPoint One. “Supervisors require insight, tools, and structure to become effective frontline leaders and Sidekick delivers with a feature-set that is unmatched in the industry. We strongly encourage customer experience leaders committed to strengthening supervisor capabilities, employee engagement, and team performance to evaluate Sidekick and consider its potential to boost the performance of their contact center operations.”
Sidekick combines real-time performance intelligence with agent coaching, recognition, satisfaction, best-practice modeling and other features to streamline, shape, and optimize supervisor support routines. It’s the first solution designed specifically to help contact center supervisors establish strong and productive bonds with agents and develop the skills they need to confidently lead their teams.
“Veyo is firmly committed to delivering the highest levels of reliability, quality, and transparency to our Non-Emergency Medical Transport (NEMT) customers, partners, and members,” said Robert Camacho, Executive Vice President of Operations at Veyo. “Sidekick systemizes the critical agent support routines necessary for supervisors to develop productive relationships with agents and lead their teams to success. The addition of Sidekick to TouchPoint One’s Acuity performance management platform equips our customer care and support organization with an intelligent, structured, and collaborative system that creates value throughout all levels of our business.”
Sidekick is a vital component in the digital transformation of performance management and employee engagement that helps organizations better understand their operations, improve organizational alignment, enhance both the employee and customer experience, and drive progressively improved financial and operational performance. Contact centers leaders are drawn to Sidekick and the Acuity performance management platform for its documented record of helping to fix attrition, absenteeism, performance, and engagement challenges and reducing operational expense.
“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
“TouchPoint One, through their technology platforms and expertise, has enabled us to intelligently employ gamification within a comprehensive performance management framework which has significantly elevated employee engagement and effectiveness.“
- Mark Wilson, Chime Solutions CEO
“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