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Performance Management Methodology
Performance Management: Tools that Drive Action, Not Just
Reports
Contact centers are constantly seeking ways to improve the
quality of customer interactions without
increasing costs. And, a big part of that is looking at the
effectiveness of customer contact and
operational processes, as well as agent performance and how that
is contributing to customer satisfaction. Delivering relevant and
timely performance measurements across people and technologies has
been an ongoing challenge for contact center managers. But,
performance management
applications address this issue by allowing managers to
continuously monitor, measure, and improve
contact center business processes. And, by providing scorecards
and analysis that keep contact center
employees focused on the organizations key performance
indicators (KPIs), performance management
drives improvements across sales, collections, and customer
service processes to help companies realize cross functional
alignment with strategic goals.
Five Best Practices for Operational Performance Management
Stop problems in their tracks to make the most of
your resources Identify which of your agents are customer
facing
starsand which of them require a little guidance Proactively
solve problems instead of solving the
same problem over and over When a problem occurs, document what
actions
were taken and how successful they were
Business conditions change. Be prepared to change with them
We all sit on a fantastic amount of information that
doesnt make its way to the rest of the organization. If
we succeed in both providing and proving value to the rest
of the organization we will
receive more attention,
increased budgets and start a positive performing cycle
The flexible and scalable Performance Management Dashboard
Solution from BusinessIntelligenze addresses both historical
reporting and real time information management throughout your
organization, giving you unparalleled visibility into
mission critical data and high level business
intelligence. That level of visibility is key to delivering
great customer experiences with more consistency and efficiency
than ever before. With BusinessIntelligenze, you can enact best
practices that provide real benefits for your customers and a clear
competitive advantage for you
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