Are you constantly whistleblowing in your one-on-one coaching sessions? Are your coaching interactions developmental discussions or real-time interaction management? Many coaches spend time reacting to bad metrics or working with the lowest performing agents without digging up the root causes of questionable results.
Coaching your employees takes finesse – it’s a big task and you want to do it expertly. Many companies lack a clear definition, and subsequent structure to engage with active coaching. If you are aiming for straight A’s on your coaching report card here are three simple steps that will drive coaching impact.
My sister and I played Cinderella for hours as children – Cinderella dressed in rags suddenly became a princess with three magic words. Bippity. Boppity. Boo. The Fairy Godmother flicked her wand and rags exploded into glitter and satin, winning her the heart of the prince.
I don't have a magic wand or glitter – what I do have are three words that will transform your organization into the bell of the Performance Management ball.
Speech analytics applications use a variety of mathematical algorithms, other analytic techniques, and contextual and other call/customer-related metadata (increasingly including screen, desktop and text analytics) to structure unstructured conversations. These techniques can be applied to live calls or conversations or to recorded audio files.
Speech analytics continues to be an exciting application because it does something that has never been done before in contact centers or enterprises – it uncovers insights by analyzing large numbers of conversations and converts the findings into files of metadata for analysis.
When launching a performance program, it is important to begin by setting the right goals and communicating results. But once the program is up and running, organizations should ask themselves: are the waves of performance data washing onto the frontline driving the right actions?
Organizations with performance-driven cultures consistently outperform their peers. But what type of performance programs really enable companies to zoom in on the behaviors and activities that drive better customer experiences? NICE recently conducted a research study to better understand trends and issues in Performance Management. In this four-part blog series we'll share what we learned so that you can benchmark your performance program.
In our last post on gamification, we talked about design elements that can increase your likelihood of success. These included building the ability to measure impact right into your gamification program. Six months from now, you don’t want to be struggling to justify your initiative; you need a compelling case at your fingertips. To prove impact, start by running in silent mode. Simply put, collect data on the metrics that matter to your business over a period of time (weeks or months).
Check out this funny caricature about quality management processes. Sound familiar? Obviously, quality assurance is not a laughing matter. Organizations invest great resource in implementing qualityassurance programs that focus and motivate employees to improve their interactions with customers. But many tend to focus on individual agent performance, while neglecting the bigger picture: overall business-level performance.
Gamification is the application of video game mechanics--levels, points, fast feedback and more--to workplace activities. The intent is to motivate employees and reward them for focusing on the right behaviors. But if an organization uses the wrong mechanics, or applies them incorrectly, it risks slowing adoption and worse, distracting its employees. Gartner has predicted that by 2014, "80 percent of current gamified applications will fail to meet business objectives primarily due to poor design.