Customer Operations Performance Management

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What is performance management?

Performance management is the process of systematically using data for business improvement. Performance management leverages metrics, reports, analytics, and workflow features to clarify goals, align the organization, uncover opportunities, and improve business results. Performance management works by integrating data from disparate sources, distributing highly personalized information to every employee in the operation, empowering individuals to make better fact-based decisions, and then take the best action to drive results. The application of performance management in customer facing and servicing functions can be highly effective in increasing customer loyalty and revenue, as well as in reducing costs.

Performance Management Core Concepts

What is Customer Operations Performance Management?

Customer operations performance management is the practice of leveraging performance management technology and change management processes that are optimized for customer servicing and selling environments. Because these operations are often people intensive, such as contact centers, field service, back-office and other functions, behavior change and culture transformation are the drivers of sales and efficiency gains. By empowering every employee with actionable information, individuals can make better fact-based decisions guiding their daily activities. By automating key administrative activities, front-line managers are able to become more effective and efficient, having more time and better information to coach and develop their teams. And finally, with a complete view of performance, executives are able to identify emerging trends and take action more rapidly.