Contact Center

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In nearly all organizations, there are hidden inefficiencies and disparities in performance which can be uncovered and fixed. Performance management is a set of tools and practices being used by contact centers to expose these inefficiencies and drive individual and organizational improvement.

Common Contact Center Performance Management Challenges:

• Disparate data sources that are too difficult and costly to integrate
• Managing agents and teams by averages instead of individual performance
• Unclear agent and supervisor goals and objectives that undermine productivity
• Rapidly changing goals which cause agent confusion
• Manual, error-prone incentive pay calculations leading to misalignment

Merced Performance Suite and Merced Incentive Management provide Contact Center organizations with the tools needed to align 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 to boost employee performance, and modify incentive plans rapidly and easily to meet changing business needs.