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Thoughts, stories and ideas about Performetric.


Performetric is proud to announce availability as one of Talkdesk’s launch partners for AppConnect, the first enterprise app store. Talkdesk, the world’s leading cloud-based contact center software announced AppConnect today at Opentalk, their annual thought leadership event in San Francisco. AppConnect is now available for all Talkdesk customers, with an initial offering of more than a dozen apps, including Performetric, a workforce management solution that provides a real-time, adaptive system that monitors and manages mental fatigue in a non-invasive and non-intrusive way. Starting today, Talkdesk admins can integrate Performetric’s capabilities to their contact center with just a...

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The call center is currently one of the most stressful and exhausting working environments, in which scenarios of exhaustion, extreme fatigue or burnout are not uncommon. The agents working in a call center are expected to quickly solve the issues of their customers, while maintaining a friendly disposition. To perform this task, they frequently deal with comprehensive amounts of information and regularly perform monotonous and repetitive tasks. In addition, an agent frequently works at unusual times and with constant changes of schedules. The combination of these factors makes call centers an environment especially prone to fatigue and burnout. In order...

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Are you a decision maker, responsible for the well-being of your team, or simply concerned about your colleagues? If so, this is for you! Management is one of the most challenging tasks in an organization, especially when it requires gathering contextualized information, or when there are different sources of information to consider, making it difficult to select the appropriate and relevant ones. For this reason, at Performetric we implemented a set of notifications for the company and team admin, providing notifications in real-time concerning: signs of burnout inside the company; users with extreme levels of fatigue (level 6 or 7)...

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Occupational or Employee Burnout is a well-known but grossly underserved problem. While many aspects of our lives contribute to burnout, according to many studies, the most prevalent comes from work. In the book, The Truth About Burnout: How Organizations Cause Personal Stress and What to Do About It, Dr. Leiter and Dr. Maslach identify six sources of burnout: Work overload stemming from too much work or not enough resources Lack of Control arising from micromanagement, lack of influence, accountability without power Insufficient Reward ranging from lack of acknowledgment to lack of adequate pay Lack of a Supportive Community leading to...

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"If you can't manage it, you can't improve it" (Peter Drucker on business management). This is the key principle that must be applied to fatigue management and should be a responsibility of any human resources department. And this was the challenge that Central Arquitectos took on (The Central Arquitectos is an architecture firm Headquartered in the city of Braga, Portugal, with projects around the world). By utilizing Performetric to measure the average level of mental fatigue in their offices, they gained important insights and knowledge about the working rhythms of their workforce. With a 30% reduction in mental fatigue, Central...

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