What Is the Difference Between Performance Management and Reporting?
General Customer Experience & Contact Center FAQs
What is the difference between performance management and reporting?
Performance management focuses on proactively improving outcomes by monitoring KPIs, coaching agents, and implementing strategies. Reporting provides historical data, offering insights into past performance and trends for review.
How do they work together?
Reporting informs performance management by highlighting trends, gaps, and successes that guide future improvement plans.
Why is performance management critical?
It drives continuous improvement by aligning employee performance with business goals, improving efficiency and customer experience.
What role does reporting play in CX?
Reporting provides visibility into metrics such as CSAT, FCR, and AHT, helping leaders make data-driven decisions.
Benefits of using both approaches
Combining performance management with reporting ensures contact centers can act on insights and optimize operations continuously.
