End to End Performance Management

Contact centers have become extremely dynamic and too complex to manage. It can be an operational nightmare to manage a multi-site, multi-shift, multi-channel and multi-process contact center very efficiently. To add to the complexity, the contact centers are flooded with data from disparate systems in various formats. This makes it even more difficult for the managers to locate the right data at the right time and convert them in to actionable items.

CenterWorks suite of products addresses these challenges very effectively. It is a robust, custom-built support system that allows the process managers to select the KPIs, set-up performance targets and monitor performance of processes, teams & agents through customizable dashboards, drill-down reports and workflows



Key business benefits of CenterWorks suite are:

• Increase in agent productivity by up to 10%
• Improvement in the effectiveness of supervisors and managers substantially
• Reduction in MIS reporting system development, maintenance & staff costs by up to 60%
• Improved quality and transparent reporting help establish a long-term partnership  with customers
• Data based agent performance management (elimination of subjectivity) leading to better employee satisfaction and lower   attrition

Centerworks can fundamentally change the way contact centers operate by empowering the employees at all levels - from the Agent to the CEO - with all the relevant information to run the call center more efficiently.