Spreadsheet Performance Management

Pipkins' Spreadsheet Performance Management consolidates real time performance data into customizable reporting and dashboards for actionable results. Performance of agent, team, and group metrics can be quickly delivered to every level of organizations from the front office contact center to the back office by utilizing Key Performance Indicators (KPI's).

Utilizing the Spreadsheet Performance Management tool enables users to customize data for their business needs through intuitive menu-driven drop down selections. By taking advantage of all of the Pipkins Vantage Point stored information, dashboards and reports can be easily created and delivered displaying call center and back office information for real time views into organizational KPI's. Informed decisions can then be made to proactively coach and develop underperforming agents in areas of need. Pipkins' Spreadsheet Performance Management makes it possible to:

• Create custom dashboards and reports from Supervisor to Executive levels
• Deliver real time KPI's to agents throughout the day through a ticker display
• Automate previously manually generated reporting processes
• Aggregate workforce management and other KPI information into one source

 

Real time KPI's are critical to ensure accurate and up-to-date information. Once KPI's are received, agents can quickly change measured behavior. Real time KPI's ensure no delay in communication of information. This is not true in a manual environment where agents often do not receive their KPI's for weeks or even months later.

Pipkins' Spreadsheet Performance Management streamlines the manual reporting processes, saving hours of time and labor to effectively deliver multiple dashboards and reports needed by management. By communicating real time KPI's to agent desktops, productivity is instantly improved, hitting typical targets of AHT, Adherence, Contacts, and many others goals by which they are measured.