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workforce optimization

Improve Call Center Performance Management with

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omnichannel routing

Inspire employees to improve performance and align with your customer experience goals

inView™ Performance Management for CXone inspires your
employees to self-improve and align with organizational
goals by providing transparency and continuous feedback
within a social, web-based environment. Create a culture of
high performance and engagement with KPIs, dashboards, gamification, collaboration, and learning management.

Motivate

Motivate agents
with continuous feedback

Decrease

Decrease supervisor
workload

Provide

Provide transparency
into performance

Increase

Increase agent
engagement

Invest

Invest in
training that works

Call Center Performance Management Software Features

 
QM

Inspire employees to improve

Performance transparency helps agents see where they can improve and gamification boosts agent engagement so positive behavioral change comes naturally.

  • Motivate agents with continuous feedback
  • Show meaningful comparisons to their team
  • Encourage positive behaviors with gamification
  • Increase engagement and teamwork
 
QM

Reach goals together

Maximize everyone’s contribution to success by aligning performance goals, promoting collaboration, and holding everyone accountable for results.

  • Set performance targets for everyone
  • Align goals with business objectives
  • Provide transparency into performance
  • Increase manager and agent efficiency
 
QM

Maximize training ROI

Identify individual training needs and quantify results to measure and improve your training programs.

  • Analyze before and after performance
  • Create cost/benefit analysis for training efforts
  • Offer agents specific help to improve
 
QM

Create a single source of truth

Streamline access to information and gain confidence in its accuracy.

  • Standardize metrics across multiple sources
  • Consolidate data from CRM and other systems
  • Create role-based, real-time dashboards
 

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call center software demo

What is Call Center Software?

Call Center Software is a suite of tools that enable organizations to handle customer issues from any channel, improve the performance of their agents, analyze data, and achieve their customer experience goals. Most modern software platforms include automatic call distribution, interactive voice response, workforce management and optimization, a dialer for outbound communications, integration with Customer Relationship Management (CRM) systems, multichannel queues to handle different kinds of customer communications, and reporting.

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your customer experience goals?

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