In data-rich and people-intensive organizations like contact centers, it is often difficult to uncover and fix problems that damage customer experience and loyalty. Root causes that impede genuine operational improvement include:
- Disparate data sources that are difficult and costly to integrate
- Data quality problems caused by frequent organizational change, particularly in the staff hierarchy and org chart
- Complexity in joining records into meaningful contact reasons and repeat contact measures
- Management of agents and teams by averages instead of individual performance
- Poorly aligned and unclear agent and supervisor goals
- Insufficient coaching and frontline staff development by supervisors
- Manual, error-prone incentive pay calculations
- Difficult to monitor quality of frontline staff interactions with customers
Performance management is a set of tools and practices being used by contact centers to expose these inefficiencies and drive individual and organizational improvement. Merced Systems’ Sales Performance Management and Service Performance Management solutions provide contact centers with the tools needed to analyze, then align core processes (such as self-service) and employee behaviors with corporate objectives, distribute highly personalized performance data and metrics to every employee in the operation, provide supervisors with domain-specific coaching and development tools, and modify incentive plans rapidly and easily to meet changing business needs. |
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