Performance Management Methodology Contact centers are a strong environment for data‐driven management: rich in under used data and under‐tracked processes especially compared with functions like finance or manufacturing. Often, data exists but it is costly to access, organize and put in proper context because it lives in dozens of different stores and silos. And often, vital components of the center go under measured due to data living in paper or in binders. As a result, many centers favor those management metrics that are the easiest to get to, rather than those that correlate highly with profitability and customer loyalty. Like the Oakland A’s and other baseball teams before Money ball, many contact centers use time honored measures but miss the opportunity to truly redefine and improve performance. Cost reduction is a PERFORMANCE MANAGEMENT strong argument for data‐driven Getting the most out of your contact centre management in today’s call center. With wide disparities in employee productivity Prepared by: Rahul Sethi and quality even at the best‐managed June, 6, 2011. sites – where top agents often outperform laggards by a 3‐to‐1 ratio – improvements in performance metrics can fall straight to the bottom line. And the same is true of improvements in the variability of supervisor performance and other roles. During the few last years, many CC’s have begun emulating the A’s methods to transform their organizations to better compete. Given the large financial opportunity for operational savings and customer loyalty impact in the contact center, it’s likely that as performance management proves itself in this environment, the same competitive ripple effect will take place.
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 organization’s 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 We all sit on a fantastic amount of information that Stop problems in their tracks to make the most of your resources doesn’t make its way to the Identify which of your agents are customer‐facing rest of the organization. If stars…and which of them require a little guidance we succeed in both providing Proactively solve problems instead of solving the and proving value to the rest same problem over and over When a problem occurs, document what actions of the organization we will were taken — and how successful they were receive more attention, Business conditions change. Be prepared to change increased budgets and start with them 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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