Your Frontline Supervisors are the most important people in your Contact Center, yet we make them spend so much time pulling reports, and looking for the data needed to coach, and improve their agents performance.
InnGage was built to provide actionable data literally to the fingertips of Frontline Leaders so they can simply LOOK at the information they need, INTERPRET what its telling them, and ACT through coaching to improve their agent's performance.
How many different systems must your team access in order to get the data needed to effectively manage your center? InnGage consolidates all of your data, regardless of the platform or vendor, into a single location making it easy to view and analyze operational and agent level performance. Whether its your ACD, IVR, Quality Management, WorkForce Management, Survey, CRM, or your customized internal system system, InnGage puts everything you need into a single location allowing you to have a 360-degree view of your center.
InnGage is not a reporting tool, its an Optimization platform designed specifically for Contact Centers. Whether it's analyzing your Interactive Voice Response (IVR) system to increase your Self-Service rates, or using the proven Outlier Management module to drive improved agent performance, InnGage provides the data and analytics needed to quickly achieve significantly improved results.
Accountability begins by setting appropriate KPIs and objectives, and then managing and providing oversight to individuals in order to meet those objectives. InnGage offers real-time, out-of-the-box dashboards that enable consistent monitoring of performance against KPI objectives from the Executive-level all the way down to the agent-level within your Contact Center.
Your center has an endless number of reports designed and built by people who are great at developing technology and software, but not so knowledgeable about managing Contact Centers. InnGage was designed by people who have managed and improved Contact Centers their entire careers, and understand what is needed to truly be a high performing operation.