Fifteen years of clearer contact centre performance
A clear, shared view of performance for agents and supervisors - in the office and wherever they work.
“Optymyse is an invaluable tool for us and a core part of how we manage our contact centre and support our staff.”
A clear view of performance
Optymyse has supported Lewisham Council’s contact centre for more than 15 years. Before its introduction, agents did not have a clear visual view of their own performance or the performance of their services. Optymyse brought those measures together in engaging, easy-to-understand contact centre wallboards, making performance more transparent and helping teams stay motivated.
When the council moved to a new telephony system, supervisors needed to see every contact-centre service as one overall SLA. Optymyse Supergroups made that possible, while the integration with 8x8 provided complete visibility of the measures the team needed.
Built around the way people work
With a hybrid workforce and only a small team in the office, Agile Views gives supervisors access to key statistics and agent information wherever they are. The tailored solution can adapt as working patterns change, keeping the right information at people’s fingertips.
A dedicated agent screen brings together rotas, office attendance, quality checks and feedback. A separate wellbeing page helps keep colleagues connected by sharing events and updates from across the organisation.
Part of everyday operations
The team uses Optymyse every week and regularly adjusts the experience around changing needs. It is now an established part of how the contact centre is managed and how its people are supported.
