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Performance Management

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

The Four Toughest Trouble Spots in Performance Management

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Recently the International Customer Management Institute (ICMI) asked contact center leaders to name their biggest performance management challenge. The organization received a wide range of responses, all of which fit into four main areas of concern. 

If it’s time to review performance management at your contact center, these are the potential trouble spots that provide a logical place to start. 

1. Budgeting Time

It’s difficult for some contact center managers to focus on the challenge of managing agents when there are so many other responsibilities that need to be handled. The task becomes further complicated with telecommuting employees. Automated workforce management can make a significant difference in collecting and analyzing employee data, so effective agent management can be achieved in less time. 

2. Consistent Performance

You have agents that are capable of performing at a high level – but how can you keep them at that level? Complacency and burnout are ongoing challenges that may be met with supportive coaching, quality monitoring, and periodic acknowledgment of a job well done, along with a reward for consistent quality service. 

3. Attendance

Attendance is a chronic issue at contact centers. A review of hiring practices and interview questions might lower attendance problems by weeding out less responsible agents before they are hired. Motivation strategies, from more flexible schedules to gamification, can also help reduce attendance issues.

4.  Agents or Robots?

Which is better, having a customer receive pre-determined, scripted answers to every question and comment, or an agent with the confidence to take ownership of a situation and bring it to a successful resolution – even if that means deviating from procedure? Most managers prefer the latter, but agents won’t be empowered unless managers provide the proper guidance and support. 



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