Best of Performance Management 2014 | Performance Management Blog

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Performance Management

Best Practices on using contact center metrics, reports, dashboard and key performance metrics (KPI) to optimize customer service

Best of Performance Management 2014

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The primary objective of performance management is to improve overall business efficiency in the contact center. Of course, this is easier said than done, but Monet has been proud to provide tips on improving your performance management efforts throughout 2014. Here are 5 of the most popular posts on this important
topic.

1. Finding the Optimum Metrics and Reports
Do you have the right performance reports and metrics in your contact center?

2. Performance Metrics and Agent Incentives
Incentives for call center agents are great – every employee likes to feel appreciated – but do you have the metrics to determine which agents are most deserving of special recognition?

3. It’s 11am – Do you Know What your Customer Service Agents are Doing?
Proactive performance management takes the guesswork out of knowing what your agents are doing, and how well they are doing it. Monet Metrics takes the guesswork out of performance management.

4. 12 Tips to Ramp Up Contact Center Performance
A good contact center manager is always looking for new and innovative ways to improve customer service and performance. Here are 12 tips that might be helpful. 

5. Planning Contact Center PTO (Paid Time Off) Made Easy
It’s the manager’s job to make every minute count in the contact center, and that’s a challenge when dealing with different schedules and constantly evolving exceptions. That makes PTO requests even more difficult, even if they are presented a week or more in advance.


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