In a call-center company the great challenge of supervisors is to keep their employees motivated, satisfied and fulfilled in their functions. One of the tasks that requires a great deal of attention from the supervisors, since the work in the call center is characterized as difficult and can be boring and repetitive, and making the agents develop their best potential becomes a great dilemma to face by managers. Due to the functions performed in this type of position and the lack of recognition that is associated with it, it is not seen as a “real” job by the majority of...

As announced, Performetric is now available to all TalkDesk users through AppConnect. With just one click, it is possible to have access to our mental fatigue management system. In the call center industry, this can be a game changer in workforce management since this is one of the most exhausting and stressful environments there is. Zenconnect, an SME with 30 employees that provide solutions focusing on Cloud Technologies is a good example of how simple is setup Performetric through AppConnect, and how it is possible to bring fatigue management and workforce management without significant complexity. "Thanks to Performetric, we can...

Sometimes lines just go dead and there is no productive use of an agent’s time. That is when books, magazines, and homework start to pop up. What is the risk of letting people get these minutes off? If used properly it can be a tool to manage mental fatigue. There are always low activity moments and agents can be waiting a few minutes for a call. Throw you can use the low activity for training, development, and refreshes you do need to be able to foresee them. Call centers range from no, you can’t read to read whatever...

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...

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...