NGNInsights The Innovation of Agent Management & Agent Performance

NGNInsights is the personal assistant for both the agent and the supervisor; built to enhance performance, engagement, productivity, and business outcomes for the agent and pinpoints where supervisors need to focus their efforts in real time.

Invest in your Contact Center Management by giving them the ultimate tool to achieve success. Automate performance analysis and enable supervisors to be full-time coaches. Give management the right tools to help coach agents, optimize performance, and take your business to the next level.

NGNInsights allows the agent to view their real-time performance in accordance with what is expected of them and illustrating at the same time areas of needed improvement. While NGNInsights empowers management to have all performance KPIs at their fingertips from all data sources, of any amount of agents, in real-time.

 

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Engage, Retain and Empower Your Employees!

NGNInsights enables managers to create continuous and uninterrupted feedback with their call center agents, ensuring that each member of the contact center team continues to improve their performance while also developing new skills.

Agents can view their performance in real-time and make immediate adjustments accordingly. Not surprisingly, this immediate feedback is one of the top drivers of employee satisfaction and retention.

Managers have never experienced technology like this before! With the help of NGNInsights, managers can train agents to take pride and ownership of their performance and ongoing improvement.

The Performance Scorecard is the foundation for NGNInsights. The Scorecard represents the business goals for the Contact Center on a micro & macro-level.

Each icon is a KPI that comes from all your contact center systems unified in our patented Visual Technology. Benchmark KPIs to instantly analyze performance.

Instant Insight

Revolutionize how performance is managed. Pinpoint where to focus time by seeing agent performance and understanding it at-a-glance.

Automated Analysis

Liberate management from tasks that can more effectively be automated. Performance data is benchmarked to show where expectations are not being met.

Realtime Data + Realtime Action

Realtime data is not as valuable if it does not empower realtime action. NGNInsights transforms data to become instantly actionable for instant improvement.

Focus on Priorities

Zero-in on what key performance indicators lead to the achievement of business goals. Prioritize time, resources, and effort to the things that produce the biggest ROI.

NGNInsights for Agents Provide Employees With Instant Insight

NGNInsights is the agent’s personal assistant, built to enhance performance, engagement, productivity, and business outcomes. NGNInsights allows the agent to view their real-time performance in accordance with what is expected of them, illustrating at the same time areas of needed improvement.

 Ensure agents never miss a message with the NGNInsights Communication Center, enabling Contact Centers to centralize all-important communication. This allows management to continuously inform agents whether they are in the office or working remotely.

Innovate how important messages are communicated and received, all without taking up agent desktop real-estate.

The Agent View

NGNInsights for Supervisors Effective Management

NGNInsights provides management with a Personal Assistant allowing them to focus their time on the true priorities that lead to business outcomes.

By simplifying contact centers’ traditional operational processes to manage performance and data, NGNInsights enables smart decision making. Management is empowered with actionable insights resulting in the best practices and decisions.

NGNInsights Communication Center provides Contact Centers the opportunity to centralize all-important communication. This allows management to continuously inform agents whether they are in the office or working remotely. Now have that assurance that the entire staff is constantly updated, keeping everyone up-to-date and on the same page by communicating to an agent, a team of agents, or the entire Contact Center in the most efficient way.

 

Supervisor View

With the Mosaic view, you can see all agents displayed side by side in one simplified view. Organize your data and chose how you want it organized. Understand instantly which employees are outliers and which are reaching goals. Know who needs the attention of your team at the glance of an eye.

The supervisor sees the exact same data and benchmarking that the agent sees so both are on the same page. The supervisor can sort, filter, and group any amount of Agents together. They also can instantly see how each member of their team is performing and what specific KPIs the agent is doing well on and where they are struggling.

How long does it take your supervisors to come to the conclusions about this Agent’s past month’s performance that we are able to draw in milliseconds?

Slice & dice data anyway to understand, at a granular & macro level, what is going on with each agent enabling a more personalized way to help agents.

A simple slider enables Contact Centers to adjust the benchmarks for each KPI.

Using any data point (ACW, AHT, etc.) or gamification feature (points, awards, etc) create a leaderboard tied to performance that will give transparency to the highest performing agents.