TouchPoint One, a provider of employee engagement and performance management solutions for contact centers, released the spring update of its Acuity cloud-based contact center performance management platform. The release features new or enhanced agent coaching, gamification, performance dashboards, quality management, and workforce engagement capabilities, and new technology partner integrations.
"Lack of connection, poor communication, and goal misalignment are top challenges that TouchPoint One helps customer contact organizations overcome," said Greg Salvato, CEO of TouchPoint One, in a statement. "Acuity enables contact center leadership to communicate the organization's mission consistently, ensures that every employee understands their function and value, and facilitates continuous workforce support and engagement to maximize individual and team potential. We are pleased to announce our latest Acuity software build and further advance our clients' CX, EX, and business performance capabilities."
Acuity's latest release offers engagement, workflow, and productivity tools for work-from-home, office, and hybrid teams. The key enhancements in the spring update include the following:
- Agent Coaching -- Supervisors design, manage and execute comprehensive agent support routines using Acuity's data-driven coaching system, Sidekick. TouchPoint One expanded the forms library and collaborative workflows, including Triad Model, SMART, Coaching Log Audit, expanded Performance Review variations, etc. Support events triggered via Acuity Compliance and Quality Monitoring systems integrate seamlessly with Sidekick. Sidekick Scorecard tracks, scores, and analyzes critical elements of the supervisor coaching routine.
- Gamification -- TouchPoint One updated the configuration and administrative system for game awards, badge design and management, award fulfillment, and credit/points redemption. Its A-GAME Leagues feature re-styled standard and Xtreme league interfaces to enhance fantasy sport-style gamification. A-GAME League Stats automatically calculate Most Valuable (MVP) and Most Improved Players (MIP) and teams. Performance during regular seasons is compared against historical baselines to identify and reward agents and teams trending most positively.
- Quality Management -- This Acuity software release includes a new Corrective and Preventative Action (CAPA) module featuring digitized CAPA forms, interactive dashboards, reports, and workflows that streamline CAPA processing and help fulfill audit requirements.
- Training Scorecard and Class Management System -- This new module enables admins to set up and manage new hire training and continuing education classes. The solution includes class-specific performance scorecards, customized dashboards/reports, and EX/ESAT, HR, and time-tracking data/systems integration.
- Performance Dashboards -- Role-based dashboard enhancements include individual task and goal management within a redesigned UI combining Sidekick, messaging, gamification, and scorecard views.