Contact Center Agent Coaching Performance Management Solution

AI-powered coaching and support platform establishes agile team
leader routines and engenders
constructive bonds between agents, supervisors, and other support staff.

Features

“Best Next Action” AI guidance and interactive coaching plans boost supervisor productivity and support delivery performance.

Real-time support effectiveness scoring, and data visualizations illuminate supervisor impact on agent performance, retention, and satisfaction.

Tailored coaching, HR, and performance management workflows ensure compliance with internal processes and third-party regulations.

Coaching acknowledgement and satisfaction ratings enable employee voice, insight, and leader accountability that improves coaching impact in real time.

Supervisor Journal logs and classifies all support interactions eliminating recollection and guesswork from the performance management process.

Automated, extensible notification system for follow-ups, goal targets, gaps, and opportunities keep supervisors on track, engaged, and on schedule.

Tips, guidance, and suggestions dynamically displayed within support workflows prompt and guide supervisors about best practices and techniques for effective coaching.

Best practice modeling helps supervisors develop work routines and habits consistent with top-performing peers and provides managers with real-time intelligence to effectively guide, develop, and incentivize.

Enterprise Data Integration. Sidekick seamlessly merges with enterprise contact center information, providing actionable insights to both team members and leaders.

“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.”

— Robert Camacho, Executive Vice President of Operations at Veyo.

Trusted by many

“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

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“With TouchPoint One's advanced platforms and expertise, we've seamlessly integrated gamification into our performance management, boosting employee engagement and efficiency.“

- Mark Wilson, Chime Solutions CEO

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“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