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
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.
Sidekick SaaS Update Key Enhancements:
Coaching Quality Rating System. Sidekick journal entries trigger
automatic notifications to agents to acknowledge and rate
support interactions delivered by their supervisors. The
feature adds a powerful channel for continuous agent input
regarding the effectiveness of support provided.
Augmented Performance Scoring. “Touch Quality” scoring
produces a continuous measure of employee satisfaction and
insight for supervisors and management to identify coaching
strengths as well as opportunities for improvement. Touch
Quality scoring increases supervisor accountability and
ensures the integrity of support delivery.
Dashboard Enhancements. Updated Sidekick user interface
provides supervisors with real-time insight into the support
they’ve delivered to their agents enabling coaching approach
and strategy to be optimized on the fly.
Expanded Management Reporting: New Sidekick reports provide
managers with clear visibility into the coaching and support
delivered by their supervisors. Sidekick reports provide
managers with the intelligence needed to effectively guide
and mentor their team leaders and to custom-tailor
individualized skills development programs.
Turnkey Supervisor Scorecard (SSC): Offers pre-configured
Supervisor Scorecard based on ESAT, Team Performance, Attrition,
and Tool Utilization (expanded/custom modeling options available).
SSC eliminates external data dependencies and related management
cost for KPI-driven supervisor reporting, support, and training.
Collaborative Performance Review Framework. Integrated performance
review workflow allows organizations to transition from a
burdensome, counterproductive annual appraisal process to one
in which agents and managers collaborate in a continuous
“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
For the complete list of Sidekick features, 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, Sidekick, 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