Performance Visibility That Drives Action

KPIs and OKRs: The Compass for Performance in Contact Centers

In the daily operations of a Contact Center, knowing what to measure and how to interpret it is just as crucial as answering a call correctly. This is where KPIs (Key Performance Indicators) and OKRs (Objectives and Key Results) come into play. While KPIs represent key metrics like average handling time, first call resolution rate, or upsell conversion rate, OKRs help align these metrics with concrete, measurable, and ambitious strategic goals.

For agents and supervisors, these indicators don’t just help evaluate performance—they also help uncover behavior patterns, areas for improvement, and opportunities for recognition. The real challenge, however, lies in putting that information in the hands of those who can act on it before performance drops or opportunities are missed.

Real-Time Performance: Empower Before You Intervene

One of the most common mistakes in traditional team management is acting too late. When a supervisor notices low performance in a weekly report, it often means that several days of productivity have already been lost. NGNInsights breaks this passive cycle, giving each agent a clear, visual, and constantly updated view of their own performance through color-coded indicators.

🔑 This proactive approach has a key advantage: self-monitoring. When an agent sees their conversion rate shift from green to yellow or notices that their response time exceeds the target, they can adjust their behavior on the spot. This promotes a culture of continuous improvement, reduces friction between teams and leadership, and strengthens individual accountability.

Moreover, transparency builds trust. There are no subjective perceptions—everyone on the team is measured by the same shared, accessible, and easy-to-understand metrics.

The Tile That Transforms the Agent Experience

NGNInsights introduces a highly effective and personal visual tool: Performance Tiles. Each agent has their own tile that displays real-time metrics—anything from call volume to schedule adherence or campaign goal tracking.

But these tiles are not just static dashboards. They update constantly and use intuitive color coding to show an agent’s current performance at a glance.

This system also reinforces recognition. An agent who sees all their indicators in green knows their effort is not just visible to them, but also clearly acknowledged by their supervisor. That positive feedback becomes a real motivator and fosters a sense of achievement.

Smarter Oversight: Less Friction, More Performance

Shifting performance tracking toward visual, real-time data changes the dynamics of Contact Center management. Instead of relying on reactive, top-down correction, you foster a culture of self-leadership, collaboration, and transparency.

Supervisors can now act as strategic leaders rather than just monitors. With a clear and consistent data view, they can spot high-performing behaviors, replicate them across teams or campaigns, and intervene only when it truly adds value. The result: a more balanced, productive environment with lower turnover.

Additionally, NGNInsights incorporates gamification features like badges or leaderboards, boosting team motivation and engagement—often without needing costly incentives.

Why Choose NGNInsights Over Other Analytics Solutions?

NGNInsights isn’t just another data dashboard. It’s a platform built to turn data into action, tracking into self-management, and supervision into real leadership. Unlike tools that only offer static dashboards or overly complex BI systems that agents struggle to interpret, NGNInsights is all about immediate action and user-friendly design.

Designed to grow with your operation, this solution adapts to shifting goals, evolving teams, and the real-world pace of Contact Center life. It doesn’t just fit into your workflow—it becomes part of how your team thinks, responds, and improves every day

In a market where agility, talent retention, and efficiency are everything, NGNInsights doesn’t just deliver data—it delivers value, impact, and transformation.