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Overview

Evaluating Performance of the Public-Facing Workforce
Designed specifically for Support teams using Salesforce, Leaptree Optimize provides managers and agents with valuable insights into performance and offers details on where individuals can improve.

With an intuitive and user-friendly interface, automate the creation of scorecards for your teams with ease.

  • Native to Salesforce

    Leaptree Optimize is built 100% inside of Salesforce using the Lightning Platform. No need for the APIs or hassle with external integrations. Available on AppExchange to trial or schedule a demo.

  • Zero Cost for Agents

    Local, State and Federal Agency teams are often cost conscious. As a result, we’ve designed a simple pricing structure -only pay a user fee per Evaluator - Agents go FREE.

  • Self-Service Configuration

    Software developers or IT support not required. Departmental Managers & Agents can build and configure custom scorecards for themselves.

  • Real-Time Metrics

    With data-driven metrics, get a better understanding of individuals key strengths. Assign tasks more effectively and boost overall performance.

  • Continuous Improvements

    Agents and managers can create instant feedback loops, enhance daily performance dialogue and establish effective performance trends.

  • Employee Engagement

    By monitoring short-term performance, keep employees motivated to continue achieving results, especially when goals are aligned to individual strengths.

Government Security standards such as fedramp.gov and ATO Approval are all fully certified within the Leaptree Optimize App. Leaptree Optimize went through rigorous security testing with Salesforce.com to become a certified Managed Package within their platform.

Features

Who Is Leaptree Optimize For?

  • AQ/Customer Care Manager

    Apply formalized methods to your customer-centric quality assurance methodologies within the organisation. Customise based on call handling types and ensure adequate data sampling methods are implemented. Surface this information up into actionable QA metrics to drive continuous improvement among your teams.

  • Customer Service/Success Reps

    Receive QA report cards with insightful recommendations to help you improve your customer engagements. Keep track of your progress over time to ensure you are on track with your Key Performance Indicators.

  • Line Manager

    Track interactions with your support teams, comparing high performer engagements to help assessments. Pro-active feedback to support teams to enhance probabilities of ticket closure. Ensure focus on the high priority tickets by leveraging your experience in assessing the customers interactions also.

  • Support Executive

    Receive ongoing guided feedback on ticket assessments to support better closure rates. Enhanced feedback and coaching leads to better overall performance and motivation.

Key Features:

  • Transparancy - Provides visibility into individual performance capabilities & responsibilities.
  • Configurable - Build scorecards that work on any object - standard or custom.
  • Instant Feedback - Evaluate scorecards & offer immediate assessment leading to positive reinforcement.
  • Customizable - Create and configure unique Scorecards, Reports and Dashboards.
  • Flexibilty - Pro-active Feedback Options to assist Support Agents and Operations Execs.
  • Measurable - Use scores and metrics to make better, more informed decisions.

Resources

Datasheet

Dynamic Scorecards for Salesforce

Whitepaper

A guide for Salesforce users looking to increase sales, loyalty and customer satisfaction.