eMite makes contact centers more transparent, agile and efficient. Drawing information from across the business and correlating it with contact center data at lightning speeds, eMite empowers everyone in the contact center and beyond to measure the performance metrics relevant to them.

Now everyone in the organization can begin to understand how business decisions and environmental factors impact customer experience, sales and other outcomes, and start taking advantage of new opportunities as they arise.

  • Recognize and respond to shifting call volumes – as they occur
  • Improve customer experience, reduce call wait times
  • Manage intra-day queue volumes
  • Increase agent productivity and retention
  • Reduce administration time (scheduling, hindsight reporting etc.)
  • Make monthly reports obsolete
  • Compare agent performance on previously unmeasurable criteria
  • Drive continuous improvement via transparent KPI reporting and performance management
  • Monitor and manage KPIs – in real time
  • Reduce recruitment and agent onboarding costs
  • Reduce call abandonment rates

Fact sheets and case studies

Fact sheet: eMite for Contact Center

Case study: Global insurance provider

Case study: Workplace relations specialist

Case study: Community Organisation

Be timely

Learn what’s happening in the call center right now, not next month when it’s too late to act.

Work efficiently

Free staff from time-consuming monthly reporting and re-focus management time on resolving issues, operational innovation, and leadership.

Support staff

Support agents to achieve and exceed their KPIs; improve staff retention by increasing satisfaction.

Make it relevant

Align corporate KPIs with contact center performance metrics and demonstrate the impact of decisions on service outcomes.

eMiteʼs expertise in contact centers meant that, from day one, we had all the measures, metrics and KPIs out of the box that we needed to run our business.

Jen Rufati, general manager of customer service and operations, TAL

Improved visibility lets managers make decisions that directly affect customer service and contact center efficiency in real time. That gives our company a significant competitive advantage.

head of IT, workplace relations specialist