Performance Management

Here’s a list of 10 key metrics that can be used by contact centre managers to ensure the delivery of both strong customer experiences and financial performance through workforce efficiency.

IVR’s…love them or hate them, they are an almost ubiquitous part of the contact centre industry and have been around for a very long time. In fact, according to Wikipedia, the first commercial IVR system was built to perform order entry and inventory control back in 1973, although the technology was certainly in its infancy, and considered expensive and difficult to implement.

Turnover is a major concern in many contact centres. Between the monotonous daily routine and the work environment, many agents experience exhaustion and may choose to look elsewhere for work. However, if you can trial new and different ways to coach and motivate agents so that they enjoy their work more, then they are more likely to stay with the organisation.

Performance analysis improves employee output and satisfaction, as well as customer experience. This applies to the back office just as much as the frontline.

Looking for ways to improve your staff management? Great software can centralize your all-important company data, saving you time and keeping standards high.

Performance management has undergone significant change in recent years. But what is the importance of good performance management to your business?

So what is performance management, and what are its key processes and objectives? In this article, we explore these basics and provide examples.