Analytics & Insights
Take control of your customer experience strategy using data.
Your data tells the story of your customers’ experiences. Sharpen Insights allows agents to deliver a better customer experience using data from every channel to create intelligent, real-time customer engagement.
Use Data to Improve Customer and Agent Interactions
Sharpen Insights allows agents to deliver a better customer experience using data from every channel to create intelligent, real-time customer engagement. Insights gives you the ability to track agent performance, optimize processes and improve customer operations. Get the data reporting yourself or set up custom automations to flag priority data that needs your attention.
Make Better Decisions Using Historical and Real-time Data
Make it easy to read and understand the data that comes out of your contact center. Every customer interaction can be captured and analyzed in charts that are totally customizable. Use the data to build AI automations, find weak spots, and capture successes to share across teams.
Reports Put Your Data to Work
Analyze cross-channel customer interactions in one interface to get the data you actually need to optimize your customer experience. Sharpen Insights offers default reports or customizable reports using custom fields to equip you with the data you need most. This gives you the power to make more informed decisions and take the right actions to improve overall operations, including the agent and customer experience.
See and Understand Data Faster with Dashboards
Simplify the complex information you’re collecting inside every customer interaction by putting it into customizable dashboards for quick reference. Drag and drop the most critical reports to the top and resize tiles to emphasize priority reports. Each dashboard has a unique URL, which can easily be shared across teams. And, you can whitelist IP addresses outside of your organization to expand your reach. Because your dashboards are web-based, they’ll display on any monitor, including large scale wallboards to show your key performance metrics for full visibility.
Performance Tiles Align Agents to Your Biggest Goals
A happy agent is one who understands their success at work. Performance Tiles - our performance management tool - gives agents complete visibility into their individual and collective team success. It helps agents, peers, and managers see the metrics most important to the organizational goals and provides insight to how they’re performing against those metrics.
CLIENT TESTIMONIAL
“Reporting was an area in particular that was a challenge with our prior provider. It’s very intuitive in Sharpen’s platform. We can get metrics on things we’ve never had metrics on before.”