Why Performance Management Is Worth the Effort

Performance management in call centers and contact centers requires never-ending work. But continuous effort in this arena can be well worth the time and resources, says Monet Software (News - Alert).

That’s because PM helps these customer service environments align people, processes, and systems to meet goals related to cost control, customer satisfaction, and revenue generation, the company explains. And that can help a business drive productivity, keep quality agents longer, and improve communications between and among employees and other key stakeholders.

To help make that happen the company offers Monet Performance Management. This solution automatically collects and presents real-time and historical performance data at the agent, group, and center levels. It features agent analytics, customizable reports, dashboards, key performance indicators, real-time alerts, and scorecards.

Monet Performance Management can distribute key performance indicators, scheduling information, and service-level indicators to call center employees. It does that through web-based consolidated reporting, which gives call center and contact center workers information that can allow them to do a better job.

Integrated with Monet’s Wokforce Optimization suite, Monet Performance Management features Monet Metrics. It looks at such parameters as adherence, answer and abandon metrics, average handle time, average speed of answer, average talk time, forecast accuracy, labor costs and staffing, service levels, shrinkage, and absenteeism.

This analytics feature allows for expedited performance management efforts and increased accuracy. It replaces manual, paper-based efforts and in the process frees up call center personnel to do more value-added work.

“Monet Metrics real-time alerts provide critical performance data at any time and allow you to quickly adjust parameters such as forecasts, schedules, and staffing, or to automatically trigger other events,” the company explains.

Speaking of analytics, a recent Monet Software blog talks about the importance of agency analytics. It says that type of analytics makes it easier for managers to identify the skill sets of agents. That, it explains, helps call center managers address any gaps with additional and appropriate training.

Edited by Maurice Nagle