They deliver dynamic, innovative contact center solutions by integrating best-in-class technology with an expertly managed operations staff. In addition to our successful speech analytics programs, our leadership team has software development in their DNA. We have what it takes to solve our clients’ biggest challenges or we innovate a solution to meet their needs!
FOCUS is a proprietary performance management application we internally developed to invest in our clients’ interests. This tool provides real-time actionable data on our agents’ performance to help us continually improve and maintain accountability.
FOCUS captures data from source systems, aggregates and presents the data to our operational team to enable them to quickly pinpoint performance-affecting improvements, and to enhance the customer experience. By delivering multi-dimensional views of agent performance, we can quickly identify areas of improvement.
Not only does FOCUS make our agents better, but, ultimately, delivers enhancements to our clients’ customer experience.