The contact center environment is one that can present considerable pressure for those trying to achieve key performance criteria and other expectations set forth by management or customers. And, while it shifts the responsibility away from other areas, the overall success of the contact center is truly dependent upon agent performance.

KnoahSoft (News - Alert) explored this concept in a recent blog, focusing on the power of the Harmony “Analyze” or Performance Management module. This platform is designed to enable enterprises and contact centers to create customizable, role-based scorecards and dashboards that will accurately measure agent performance for all agents on staff. This program will also capture performance metrics on queues, teams, groups, sites and lines of business supported by the contact center.

One of the benefits of this agent performance module is the fact that users gain the ability to customize KPIs, metrics, goals and alerts to achieve their contact center objectives. As a result, contact center employees can stay focused on key performance indicators (KPIs) that are in place to manage and drive agent performance according to the goals of the organization.

When agent performance is properly focused, improvements can be measured across collections, sales and even customer service processes, enabling the organization to realize cross-functional alignment with strategic goals.

The Harmony Analyze module offers specific features that are designed to drive agent performance, including a flexible and powerful mechanism to define KPIs and scorecards. This enables the organization to clearly define the goals agents should be focused on to drive optimal performance. Accurate definitions help to contribute to a more successful team overall.

The module also offers metrics that are derived from Harmony or external data so that users can develop agent performance criteria outside of their own models. In getting outside of their comfort zone, the organization can quickly realize enhanced benefits. And, since this module provides the ability to create individual or groups targets, goals can be expanded across the entire team.

To continue to optimize on agent performance, the Harmony Analyze module also offers supporting reports and threshold alerts so that management – and event agents – can take immediate action to correct a mistake or poor performance. It also provides multiple scorecard definitions per role, and a balanced scorecard output to show the top and bottom performers.

With so much riding on agent performance, it is important to have a robust module in place to ensure optimal success.