Case Studies

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Fortune 10 Manufacturer — Consumer Service Division

After an extensive evaluation of all available solutions, this Six Sigma operation selected and deployed the Merced Performance Suite to provide front-line access to critical performance information and automate management best practices for Supervisors.

In order to accurately deliver information to Agents, Supervisors, and Executives throughout their 8 divisions, this Fortune 10 Manufacturer has deployed highly personalized goals and metrics that dynamically adjust to the specific calls and activities an agent undertakes.

Critical to meeting their overall objectives, this manufacturer is using Merced's integrated workflow to establish and track key Supervisor activities. Specifically, this operation is using Merced's integrated workflow to automate:

• Coaching
• Performance Improvement Plan (PIP) tracking
• Merit Reviews