Oranganizational Performance Management
Elevate performance and personalize development
Behind every data point, your people are driving your business forward. That’s why our metrics and recognition solution is designed to empower your team in a way that’s relatable and impactful. With Alvaria, you’re not just dealing with performance, you’re unlocking potential and fostering collaboration to create exceptional experiences.
Key Differentiators
Clear-Goals
Align your people, teams, and organization towards a common purpose and ensure everyone is working together to achieve your larger mission and vision.
Tasks to Triumphs
Turn KPIs into milestones with real-time visibility into performance metrics and customer interactions — allowing your people to gain a clear understanding of their performance and impact.
Smart Insights
Uncover stories behind performance data to help better understand your team’s journey. With these insights, you’re not just measuring metrics, you’re creating a greater CX.
Key Components & Features
Clear-Goals
Enhance engagement with organizational goals that are broken down into departmental or team goals, then further into individual goals. Keeping your people motivated and contributing to success can foster a culture of high performance and motivation.
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Clear contributions to success with enterprise goals decomposed to individual and team levels
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Monitor target vs. actual KPIs with continuously updated data
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Historical analysis and real-time updates
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Ready-to-use best practice KPIs included with software or create your own
Smart Insights
With insights that are relevant, forward-looking, and actionable, driving your organization towards smarter decisions and greater success just got easier. Leverage pre-built reports, dashboards and KPIs to get an in-depth view into how your people are performing vs. operational and strategic objections and better understand root causes for performance shortfalls.
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Visibility into resource performance and quality across and within all channels to identify best practices and opportunities for improvement
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Real-time and historical views to understand current challenges and explore business drivers
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Insight into customer behavior such as churn, satisfaction, and buying patterns
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Supervisors can see trends over time and other dimensions to reveal valuable insights
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Drivers for operational outcomes that matter to your business such as handle time, first contact resolution (FCR), talk time, cross sell/up-sell rates, collection rates, and service level achievement
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Business analysts can easily extract valuable business intelligence that points to major operational improvements
Tasks to Triumphs
Designed to empower your people, real-time metrics provide the transparency needed to monitor and identify areas of performance that may need attention — encouraging self-correction and clear coaching opportunities.
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Dashboards for your people to view their performance metrics to encourage self-correction
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Ability to reward high performance and coach low performance
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Native gamification with automated rewards and coaching available, with leaderboards and contests to promote self-improvement and competition
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Feedback to enhance understanding of behavior and results
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Agents can self-correct without supervisor intervention using clear indicators of their performance
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Set thresholds for agent performance to initiate automated alerts or coaching
Key Benefits
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Modern, simplified icon and widget-based web UI with easily understandable graphical dashboard
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Flexible display options including grids, scorecards, reports, graphs, icons, widgets, heat maps, and Excel/PDF exports
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Easily customizable form development to enable manual data capture
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Pre-integrated with additional Alvaria contact center solutions
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Solicit coaching feedback directly from agents and use analytics on coaching process metrics
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Combine data from multiple sources with standardized data connectors, easily customizable third-party connectors, and Excel or flat file data import
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Complex data manipulation (e.g., search, sort, filter, transpose, drill-up, drill-down, create arithmetic expressions)
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Enable direct access to the cube for Excel extracts
Alvaria Performance WFO Interface
