Performance Management Featured Article
Agents Drive Self-Management within Performance Management Tools
By Susan J. Campbell, TMCnet Contributing Editor
To monitor and assess the performance of an agent, contact centers for years have been implementing and using applications that capture interactions. Supervisors and managers then evaluate these interactions to determine how much coaching and/or training an agent may need to improve performance.
Such capability can be provided with performance management solutions. IEX (News - Alert) is one company that provides such solutions that are tailored to meet the unique needs of the contact center and back office. And, by allowing agents to view their own metrics, they can implement self-management activities and drive their own performance improvement.
Beyond the benefits that the contact center can realize by allowing agents to manage their own performance and improvement, performance management solutions also enable supervisors to spend less time reviewing performance data and more time coaching agents.
In addition, executives can make faster, more accurate decisions, employee appraisal and review processes are streamlined, users can access a variety of sales and performance data and the organization can see near immediate results. Such performance of a platform ensures a significant return on investment.
The IEX Performance Manager Platform not only delivers these benefits to the contact center, it also is designed along open standards. This ensures a faster time-to-market by integrating multiple data sources into one platform. Ultimately, it will deliver an optimal experience for all users within the contact center.
While it is true that each contact center has to determine the methods that work within their specific environment, driving performance that empowers the agent to feel like they are able to contribute to the overall goals of the company will ensure optimal performance and loyalty for a better total contact center operation and environment.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan's articles, please visit her columnist page.
Edited by Stefania Viscusi