Developed and designed by a team with behavioral science background, video game professionals, data visualization experts and a team with more than 100 combined years of experience with Omnichannel contact centers solutions.

NGNInsights improves agents and supervisors performances and we have the results to prove it. With NGNInsights our customers experience a shift in their operations, enabling managers and agents to achieve continuous and uninterrupted feedback within their call center.

Developed and designed by a team with behavioral science background, video game professionals, data visualization experts and a team with more than 100 combined years of experience with Omnichannel contact centers solutions.

NGNInsights improves agents and supervisors performances and we have the results to prove it. With NGNInsights our customers experience a shift in their operations, enabling managers and agents to achieve continuous and uninterrupted feedback within their call center.

Ultimate Performance Tools + Chat + Gamification

How often do your agents see their performance?

Putting the data with easy to read benchmarks in front of your agents will generate an initial performance jump in your first 90 days.

NGNInsights allows the agent to view their real-time performance in accordance with what is expected of them and illustrating at the same time areas of needed improvement.

Agents learn what is expected of them, how they are performing according to those expectations, and they are rewarded for their performance. This process promotes Self-Governing agents who take responsibility for their own performance.

Agent Performance & Performance Management

How do your supervisors currently analyze performance?

Give management the right tools to help coach agents, optimize performance, and take your business to the next level.

NGNInsights empowers management to have all performance KPIs at their fingertips from all data sources, with any amount of agents, in real-time.

Supervisors can now have a personal assistant to enable them to pinpoint where they need to focus their efforts.

Supervisors spend less time reading spreadsheets and have more time to work with the agents that will leverage the greatest improvement and ROI.

Chat made for Contact Centers

Contact centers have specific needs and requirements when considering software to allow communication between supervisors and agents.

Companies want to allow agents the ability to chat with supervisors but may want or contractually need to ensure that agents from one team are not able to chat or share information with other teams.

NGNInsights Chat is built by Contact Center People with the specific needs of contact centers in mind. 

How do you get urgent messages in front of agents when they are on the phone without interrupting them?

How can you ensure that agents are able to chat with supervisors but control who else they can chat with?

1:1 Live Chat
Group Channels
Control who agents can chat with
Broadcast messages
Allow/disallow attachments
1:1 Live Chat
Group Channels
Control who agents can chat with
Broadcast messages
Allow/disallow attachments

Gamification

Supervisors will see all agents on the leaderboard and can choose to filter by team (if team data point is set).

Insights on the leaderboard can be toggled to display by color or by actual value.

All other data is displayed by actual value.

 

Awards are manually driven. Customers create and upload their own awards and supervisors manually give the awards to agents.

Awards can be standalone (icon and recognition only) or they can include bonus Points and/or bonus Coins.

Achievements are rules-based rewards that agents are given automatically.

They are limited to the Insights on your tile.

Most Pts/Hr = Your best performing agents

The main way to award coins is through the Points Exchange Rate. (But is not required)

Coins can also be awarded directly via an Award or an Achievement

Store items are manually created and fulfillment is done manually and you can track stock amounts.

Some of our Connectors

NGNInsights is focused on Performance Improvement

Cost Savings Calculator

Annual Operational Costs

Agent / Supervisor Costs: $


300
$35,000
10:1

Number of supervisors:

$45,000
1

Total:

Improved Number of supervisors:

Current number of agents:


After NGNInsights

20%

Improved number of supervisors:

:1

$

$

$

$

$

$

$

Total:

Take this opportunity and empower your operation with the best performance, chat, and gamification platform on the market.