Whether improving the performance of a single agent on a specific campaign, or transforming the operational processes that underpin all projects, data is needed so that managers can take informed decisions.
The questions are: What data should be collected? And how should it be organised and presented?
Infinity Desktop – as the central system through which all customer contacts are managed – is able to capture the data you need, whether quantitative – SPH, AHT, NPS – or qualitative – customer, QA and supervisor comments.
Supervisors, QA staff and management can quickly configure reports using a simple drag n drop interface, drill into multiple levels of data, and cross-reference data sets, all in real-time.
Your operations and insight teams can then use the information gleaned from these reports to drive performance and transformation.
Capturing data is one thing, but it is only useful if it can be presented to the right people, at the right time, and in a format they can make sense of. Infinity’s built-in, fully customisable reports and dashboards – many of which are available in real-time – allow agents to monitor their own KPIs, supervisors to check those of their teams, and managers to review the performance of individual teams or the whole business at any level of detail.
Infinity captures data from every customer interaction and provides you with management information to run your operation, and business information to improve it. When integrated to CRM systems or customer databases Infinity becomes a consolidated source of operational and customer experience data that will enhance your reporting capability and allow you to make informed changes that drive improvement.
Digital transformation does not just mean deploying new channels such as social media and mobile messaging, it means transforming customer experience by designing customer journeys that use the strengths of each channel in the most appropriate ways. To meet those expectations you need to innovate constantly and look beyond short-term operational concerns. The Infinity Platform enables you to gather the consolidated data, both quantitative and qualitative, that delivers business insight and supports long-term transformation.
Whether it’s meeting operational targets, achieving exceptional customer experience scores or boosting wallet share and advocacy, you’ll be able to set up KPIs and demonstrate that you meet them. All data collected by Infinity can be used to improve performance and increase efficiency, helping you deliver the kind of high-value performance that customers – and boardrooms – love.