Software Arms Contact Center Supervisors with Data-driven System to Manage, Motivate and Develop Star Performers
INDIANAPOLIS, Indiana, June 20, 2019 —
TouchPoint One, the leading provider of employee engagement
and performance optimization solutions for contact centers,
today released version 3 of its Acuity contact center performance
management and employee engagement software platform. The
major software update features Sidekick, a system for supervisors
and other front-line managers to intelligently manage
coaching, recognition, goal-setting, call monitors, performance
reviews, and other agent support activities, as well as core
system architecture and UI/UX enhancements.
“It’s not uncommon for frontline leaders, who are often
promoted as a result of exceptional performance as agents
themselves, to lack sufficient training and support to function
effectively in a management capacity,” said Greg Salvato,
CEO of TouchPoint One. “Sidekick helps fill this talent
development gap by systemizing the critical agent support
routines every supervisor needs to develop strong and productive
bonds with their agents and lead their teams to success.”
Sidekick is a supervisor support system that combines agent
coaching, recognition, goal-setting and other workflows with
individual and team level performance intelligence,
supervisor-to-agent interaction analytics, and best-practice
modeling to streamline, shape, and optimize supervisor
support routines. It’s the first solution to leverage three
discrete analytical dimensions in an integrated system
specifically designed to assist and empower supervisors in
their most critical responsibility.
Sidekick Key Features & Benefits
Collaborative coaching and skills development workflows
create strong, constructive bonds between agents and supervisors.
Trend reports overlaid with support entries provide dynamic
views of supervisor impact on performance per individual
KPI or balanced score. See what’s working and what’s not.
Real-time updates of “Touch Count”, “Touch Rank”, and
“Touch Targets” ensure supervisor attention is informed,
on pace, prioritized and applied where it’s needed most.
Supervisor journal logs and classifies all support
interactions eliminating recollection and guess-work from
the performance management process.
Automated notification system for follow-ups, goal targets,
gaps, and opportunities keeps supervisors on track and on
Dynamic guidance prompts supervisors about best practices
and techniques for effective coaching.
Machine-learning best practice modeling helps supervisors
rapidly and intelligently develop work routines and habits
consistent with top-performing peers.
“Supervisor training, development, and performance management
is faster and more effective and predictable with Sidekick,”
said David Hensley, Vice President of Operations at Convergent
Outsourcing. “Our team leaders and other frontline managers
understand that their ability to produce exceptional customer
outcomes is contingent on having the best tools, training,
and support available to help their agents thrive. Sidekick
is a powerful performance management application that not
only supports the policies and processes that underlie the
critical agent support functions of our team leads, but
delivers distinct performance awareness and insight to
optimize those routines.”
Sidekick is fully integrated with Acuity’s award-winning
employee dashboard, performance scorecard, and gamification
features and is available immediately as a free upgrade to
current Acuity SaaS licensees. To learn more about the
features and benefits of Acuity and Sidekick, visit the
TouchPoint One web site and schedule a demo today.
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About TouchPoint One
TouchPoint One is the leading provider of employee engagement
and performance management solutions for contact centers. The
Company’s Acuity product is a full-featured contact center
performance management platform that enables improved decision
making, talent development, and process execution at every
operational level. TouchPoint One customer contact solutions
deliver the rich benefits of employee dashboards, balanced
scorecards, gamification, and advanced performance management
through innovative design and complete, functional alignment
with business processes and strategies.
TouchPoint One, Acuity and A-GAME are registered trademarks of
TouchPoint One, LLC. All other registered or unregistered
trademarks are the sole property of their respective owners.
© 2020 TouchPoint One, LLC. All rights reserved.