1) Contact centers collect large amounts of data but it is often siloed and difficult to access, organize, and interpret. As a result, many centers focus on easily measured metrics that do not strongly correlate with profitability or customer loyalty. 2) Performance management applications help analyze data to monitor key performance indicators and drive improvements across processes. This helps centers improve customer experiences and operate more efficiently. 3) JumboAnalysisTM provides performance scorecards that aggregate data from different systems. This introduces more objectivity and allows managers to identify areas and employees needing attention to address issues at their root cause.

1. 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.

2. 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

3. Performan
nce Managem
ment Method
dology
Does y
your perform
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JumboAnaly
J ysis™ Perform
mance Management Sc
corecards
JumboAnal lysis™ Performance Managem ment Methodo ology is designe
ed to allow orgganizations to more effective ely engage the entire workforce.
The solution
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boAnalysis™ Pe
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to
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of performance while enablin
ownership o ng managers to focus on areas and employ yees that need attention. It can also facilita
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use of issues and provide visi
ibility into perf
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key perform
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you clarify staf
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performanc ce and training
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