Performance management is a key element in the contact center because it allows businesses to take improvement of their operations to the next level.
With performance management solutions from IEX (News - Alert), agents can better self-manage and improve performance by viewing their own metrics and supervisors can more easily review performance, among a host of other benefits.
The company's Performance Manager Platform provides a full suite of applications to help meet current and future business needs and is designed along open standards.
With the offering, it is possible to measure, manage, and optimizes employee performance including tracking, reporting and managing performance throughout different levels of the operation. Not only does this help to improve the way a contact center is performing but it also provides insightful information about the tools needed to keep them ahead in the future as well as the present.
The solution works right out-of-the-box and can be customized with expanded feature options to meet the needs of all performance management challenges.
Expanded options include data collection, role definition, workflow capabilities, and more.
Managers are also freed from the need to spend valuable time putting together spreadsheets and reports, as the system takes care of this through a single, integrated performance card—leaving more time to work with employees on individual needs and help the company to not only boost performance but also increase productivity and revenue.
IEX offers a number of customer success stories highlighting the benefits their solutions have provided to industries like Government, Financial Services, Hospitality, Retail, and more HERE.
For more, be sure to also check out the Performance Management channel on TMCnet.
Stefania Viscusi is an assignment editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Stefania’s articles, please visit her columnist page.
Edited by Stefania Viscusi
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