Alvaria Performance: Understanding and Improving Agent Performance

In order to meet your business goals, it’s important to ensure agents, managers and supervisors are in alignment. Real-time metrics allow employees to understand how to take action for improvement or where coaching may help.  

Recently, I sat down with one of our customers, a multinational manufacturer of home appliances, who has integrated Alvaria Performance into their Alvaria Workforce Engagement (WEM) solution. First and foremost, they were interested in monitoring agent performance in order to better understand the needs of their customers and uncover ways they can improve the experience.  

One goal for our customer for Alvaria Performance was to be the single source of truth across the organization for agent metrics. Previously, agent metrics were being stored on SharePoint and Tableau, as you can imagine, these siloed repositories were difficult for agents to access and disseminate, and quite frankly, it doesn’t scale.  

This was a big step forward for the company. Before the implementation of Alvaria Performance, agents were unsure of their individual metrics. As it turns out, metrics drive engagement when they’re easily accessible. In fact, Alvaria CFO, Tim Dahltorp likes to say, “if you can’t see it, you can’t solve it.”  

With this information now available, in an easy to understand and accessible format, there is now a drive to train leaders to coach and support agents to better take care of the end consumer and ultimately improve the customer experience.  

If you would like to learn more about Alvaria Performance, join us for our upcoming webinars to learn more about how it works with existing Alvaria Workforce Management Engagement (WEM) solutions and then get details about key functionality in Alvaria Performance.

How Alvaria Performance Integrates with Other Alvaria WEM Solutions 

Thursday, February 2nd, 11:00 AM EST/8:00 AM PST 

Performance doesn’t exist in a silo; employees and contact center leaders can use performance software in tandem with other, powerful WEM solutions to drive even better results. 

See how organizations like yours can exceed employee expectations and drive CX results.  Join this session to learn:  

• Details about the Alvaria Performance product 

• The value of implementing Alvaria Performance 

• How Alvaria Performance integrates with the other Alvaria WEM solutions

Back to Basics – Alvaria Performance 

Thursday, February 9th, 11 AM EST/8:00 AM PST 

In the WEM space, there are a lot of sophisticated software solutions out there. From hundreds of advanced scheduling algorithms to complex KPI importing, there’s no shortage of complicated WEM products. With all the complexity – it’s easy to miss the key – sometimes basic functionality that can deliver tremendous value to your organization. 

In this session, you’ll get more details about key functionality in Alvaria Performance including: 

• The difference between KPIs vs goals 

• Defining KPIs 

• Evaluating and redefining KPIs 

• Adjusting goals for multiple agents