Intelligent coaching for tracking performance
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People managers are responsible for their teams development. On the job coaching can be one of the most effective ways to help frontline teams to gain the skills and knowledge they need to deliver exceptional customer experiences. But coaching is often a burden on managers as their time is torn between problem solving, questions, data gathering and analysing KPIs.
Managers often get stuck behind a computer screen, which doesn’t add the value to the team that is often needed.
What if you could free up your managers time to spend more time with the team? In-gage was designed to help free manager’s time and help change agents behaviour without constant management involvement.
Our built in coaching form automatically calculates key customer centric metrics for your managers and brings examples for discussion with their agents. The system will provide examples of where agents are excelling and areas they need help. This data will enrich the conversations and give manager the valuable coaching time by automatically collating it in Salesforce.
Our individual agent dashboards store these coaching forms for the agent to view at any point as well as their personal KPIs such as NPS, quality and first contact resolution. Individual performance results are displayed in real-time on the dashboard allowing them to track their performance throughout the month.
Who are In-Gage?
We started In-gage to solve the problem we had faced for over 20 years; Why would you offer a great experience, where is the monetary value and can it be proved?
So after years of learning from some of the best (Ritz Carlton, Hollister, Disney, Starbucks, John Lewis, Harvard and Umpqua Bank) we found a winning formula that once and for all answered the age old question what is the ROI of service and what levers do I need to pull to get generate more of these profits.
In-gage was designed to help Service and Sales teams prove the ROI through measuring key customer metrics. The app then brings this data in realtime to the people that count, to help them change behaviour and improve processes in a way that drives higher customer loyalty.
Our passion for customer and employee experience is the driving force behind our dedication to make the best app we can.
It is our goal to deliver $1bn in additional profits to our customers who utilise our app. We are on track to make this happen. Every customer we have had has made significant profit increases once that app has gone live.
We love what we do, our mission and vision drive us to change the world one team at a time.
“Today, in this age of the customer, companies that focus on customer success have the best chance of thriving in a connected world.”
AVP Commercial EMEA, Salesforce
“In-Gage on the Salesforce platform brings great clarity to our customers’ feedback right down to an individual level and gives clear insights into the strategic operations of the company. The financial impact has been outstanding“
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