Performance Management: Time to Think Outside the Box? | 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

Performance Management: Time to Think Outside the Box?

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Change for its own sake rarely produces positive results. 

In a recent survey on performance management, more than three out of every four responses indicated that the performance management procedure in place at their respective companies could use some changes. 

But one-third of these respondents also admitted that they’re not just making the usual tweaks to the system – they’re going to try something bigger. 

For many, this involves shifting the focus to company culture and management. Rather than concentrate on ranking employee performance, which can be a prelude to firing those at the bottom of the list, businesses are looking instead at boosting employee feedback, making sure managers are more engaged in day-to-day activities, and instilling greater transparency. 

Transparency is particularly important, given that more than 60% of employees do not believe the performance management rating they receive is accurate. If those employees are receiving feedback, coaching and encouragement throughout the year, rather than in one annual assessment, it may help to eliminate some of these conflicts. 

And when managers are more involved in the activity on the contact center floor, it creates a nurturing environment for agents at the contact center, which contributes to a more positive culture. Sophisticated software such as workforce optimization can create the temptation to let technology do all the work and deliver data to the manager’s office. But it is not a substitute for face-to-face communication. 

The performance management of the future will be based on such communication, as well as annual goals that will be presented not as an ultimatum to employees, but a shared challenge that will be met with everyone working together. 


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