Contact Center Performance Management

Submitted by Anonymous on Mon, 06/14/2010 - 11:22
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Align and Manage Performance Goals for Your Agents, Call Center and Enterprise   

The performance of your business improves when each individual performs at optimum levels and focuses on objectives aligned with your overall strategic goals. Clearly communicated expectations, timely and accessible feedback, and employee engagement are the keys to effective call center performance management. Nowhere is this more important than in your call center and NICE Performance Management can help.
NICE Performance Management provides you with insight into performance, motivates your staff to self-improve, and frees your managers from time-consuming reporting tasks. It consolidates performance data for employees, groups and even the whole call center, aligning it with company goals. Everyone in the organization is provided with an accurate and up-to-date picture of current achievement levels and what they can do to improve when needed. This unified approach to call center performance management helps you understand where your business stands so you can take the right actions to meet your goals. With pre-built metrics, key performance indicators (KPIs), dashboards, scorecards and reports, you’re up and running quickly, seeing results and realizing a rapid return on your investment.
 

Empower Performance Self-Management

Your employees want to perform well but may not have the information they need to do so. Motivate them to self-manage their performance by opening up access to information. with NICE Performance Management, employees can measure their current performance levels against clearly defined goals and view team averages and other useful historical information. This easy-to-use call center performance management tool creates a culture of accountability in your call center by making sure everyone fully understands expectations and has the data and opportunity to meet them.
NICE Performance Management equips your call center with insight to make proactive decisions that align everyone’s efforts. The benefits to your business include:
 
  • Coordinating individual and team goals with overall strategic business objectives

 

  • Creating an enterprise-wide culture of performance accountability

 

  • Motivating staff to self-manage and improve their performance

 

  • Automating reporting, freeing supervisors and managers for team mentoring and guidance

 

  • Supporting executive decisions with a unified, accurate view of information

 

  • Streamlining processes to ensure accuracy and timeliness

NICE Performance Management features:

 

 

  • Automated, aggregated reporting means less time assembling data and more time coaching

 

  • Personalized scorecards for employees to view their performance through balanced scorecards based on standards such as absenteeism, adherence, average handle time and quality

 

  • Pre-built dashboards for an instant, executive view of your center’s performance- drill down to see agent productivity or bubble-up results to assess center-wide KPIs

 

  • Unified operational views from multiple data sources to promote effective decision-making

 

  • Full operational data storage to preserve all performance data, not just summaries