2021 Programme

subpage hero

Loading

Boost agent performance through increased self-leadership and transparency of insights

17 Nov 2021
Contact Centre Transformation Theatre

Back in 2013, my initial focus was to solve challenges with cost-savings for our own customer service outsourcing company. The unique concept of transforming key performance indicators to valuable insights generated millions in savings, which in 2017 led to an expansion of the platform to other in-house services and outsourcing companies, and the company Indicate me was founded.

Despite our in-depth understanding of operational processes in the contact centre, it was evident that the increase in performance wouldn't be generated by statistics, but by the professionals providing the service. With this in mind, we created a platform that would boost agent engagement and performance on a day-to-day basis. The functions of automatic agent recognition of great customer experiences, one-on-one coaching with Team Leaders, rewards and gamification, was loved by our users from day one and the increase in customer service performance became apparent.

Key takeaways:

  • Empower your agents
  • Boost performance through visualization of insights
  • Increase productivity by measuring the right KPIs
Speakers
Lina Bjelkmar, CEO - Indicate me

Sponsored by:

Indicate me