Contact Centre Performance Management Software

Engage, motivate, and reward your agents, whilst keeping your business on track to meet your organisational goals

Performance management software to inspire your employees, improve performance and help your business realise your customer experience goals. Provide continuous feedback within a social, web-based environment, whilst reducing supervisor workload and making it easy to understand performance. Invest in training that works and increase agent satisfaction with performance management software in the cloud.

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Inspire employees to improve with continuous feedback. Show meaningful comparisons to their team and encourage positive behaviours with gamification.
Maximise everyone’s contribution to success by aligning performance goals, promoting collaboration, and holding everyone accountable for results. Align goals with business objectives and increase manager and agent efficiency.
Identify individual training needs and quantify results to improve your training programs. Analyse before and after performance and create a cost/benefit analysis for training efforts.

What Our Contact Centre Customers Are Saying...

Prominent online tyre retailer in the UK teams up with Route 101 to revamp contact centre operations

Blackcircles improves automation, optimises workforce management, and introduces robust reporting to its contact centre with Route 101’s help.

UK food brand distributor partners with Route 101 to transform customer support with Zendesk solutions

All About Food elevates customer interactions with Route 101’s help and Zendesk Suite Professional across all channels.

Leading wholesaler of confectionary cuts first reply time by 90% with Zendesk

Route 101 helps Hancocks, the UK’s biggest supplier of wholesale sweets, slash response times from hours to minutes, and boost customer satisfaction.

Route 101 helps an events and exhibition venue to future-proof its customer services before a major international event

Route 101 supports ACC Liverpool in implementing Zendesk to allow its team connect more effectively with customers and serve across multiple channels.

Route 101 helps a rewards club to rebrand and relaunch the customer service estate with Zendesk

Learn how Virgin Red revamped the existing Zendesk platform to fully optimise its help centre and provide customers with self-serve capabilities.

UK’s automotive contact centre transforms technology set-up to drive operational improvements

Route 101 empowers Mitsubishi Motors UK to optimise its Zendesk instance and equips its team with expertise to manage and grow the platform.

Top UK payment provider works with Route 101 to modernise its contact centre and workforce management solutions

Dojo transforms its contact centre platforms and upgrades its WFM processes to deliver exceptional CX and drive growth with Route 101's assistance.

Government agency streamlines its casework management and maximises efficiency with Route 101's help

Route 101 implements Zendesk Suite Enterprise for efficient and automated management of customer service enquiries at PINS.

Online makeup and skincare retailer and subscription service fully automates 40% of its transactional queries

Beauty Pie work with Route 101 and Digital Genius to automate its operations.

BPO uses cloud contact centre software to double capacity during the pandemic

Teleperformance UK Group worked with Route 101 to implement NICE CXone - enabling the business to scale at speed and meet unprecedented levels of inbound demand.

Leading Retailer Improves Contact Centre Health and Achieves 10% Efficiency Savings

Holland & Barrett’s omnichannel service platform allowed them to handle a 500% increase in contact volume and launch a dedicated HR line for staff in <72 hours.

Health & Leisure Organisation Implements Cloud Contact Centre Technology to Support Flexible Working, Improve Stability & Increase Flexibility

See how moving to the cloud meant Nuffield Health’s 630 agents could deliver a high level of service and customer experience.

Equipment Rental Group Power Omnichannel Service in the Cloud with Route 101

Brandon Hire Station boost sales and CSAT with Route 101 and partners.

Utilities Company Take the Next Step in their Service Journey, Delivering a Continuous Omnichannel Experience with Uninterrupted Operation

Route 101 help Wales & West Utilities take the next step in their service journey, deploying Lifesize CxEngage and Key IVR to deliver a continuous omnichannel experience with uninterrupted operation.

Global Luxury Hospitality and Leisure Company Leverages Best-in-Class Platforms to Unify CRM and Contact Centre and Empower Personalised Customer Service

Belmond prioritises intelligent interaction routing and increased data insights with NICE CXone – implemented by Route 101.

Registered Charity Move Their Interactions Handling to the Cloud - Whilst Empowering Advisors to Work Remotely

See how moving to the cloud meant Teign Housing's advisors could get a handle on multiple interaction channels.

See More Customer Stories

Performance management software and the customer experience

Deliver the outstanding customer experiences that drive business growth.

Assessing and managing contact centre agent performance is vital – they’re the ones on the front line, interacting with your customers after all. A poor performance can have serious ramifications on your business objectives and could mean your customer experience takes a nosedive.

Performance management helps contact centre employees perform their jobs effectively in the most efficient way possible; it connects processes and policies to the customer experience to ensure agents understand the impact of their actions; and it promotes a culture of continuous improvement that focuses on elevating the quality of the customer experience.

Next-generation performance management software

Aggregate, analyse and track agent performance, enable targeted coaching and inspiring gamification, and leverage holistic reporting to deliver highly relevant insights to managers, supervisors, and agents.

Capture and evaluate 100% of customer interactions
Leverage text and speech-to-text analytics to pull together phone, email, text, chat, social media and more into a single omnichannel view of customer interactions.
Integrate key data streams across the enterprise – including CRM, ERP, HR – to power multi-dimensional KPIs and reports.

Performance Management Software

Engage, motivate, and reward your agents, whilst keeping your business on track to meet your organisational goals

Our performance management software helps you to:

...and a lot more

What is performance management software?