Performance Management Guide
Part 2
In today's customer service contact centers, WFO is successfully redefining the alignment of people, processes and technology and forcing managers to evaluate antiquated processes that may not result in tangible business value. Forward thinking executives are beginning to realize that the contact center is the core of the business and a source of additional revenue if managed properly.
This issue is the second of two focused on performance management. In the previous issue, we introduced and described the concept. In this issue we will take it to the next step--how to implement performance management in your own organization.
Workforce Optimization –Adapting to Changing Business Environments
In today's customer service contact centers, WFO is successfully redefining the alignment of people, processes and technology and forcing managers to evaluate antiquated processes that may not result in tangible business value. Forward-thinking executives are beginning to realize that the contact center is the core of the business and a source of additional revenue if managed properly.
If companies want to see value from their contact centers, they need to stop looking at hollow, service-oriented statistics simply because that's how it's always been done and instead, start putting processes and measurements in place that can actually facilitate and show business value.
The Four Key Components of Workforce Optimization
Industry experts conclude that the WFO market is set to be a global market projected to reach $1 billion in 2006. As the market matures, customers are demanding more robust, integrated software and services. This is why the following four technology segments that comprise WFO are becoming the focal points of successful centers and thriving enterprises. When working optimally together, they support a greater overall customer service strategy.
The four key contact center technology segments are:
- Quality Monitoring/Call Recording - Voice of the customer; the complete customer experience across multimedia touch points.
- Workforce Management - Strategic forecasting and scheduling that drives efficiency and adherence, aids in planning, and helps facilitate optimum staffing and service levels.
- Performance Management - Key performance indicators (KPIs) and scorecards that analyze and help identify synergies, opportunities and improvement areas.
- E-Learning - Training, new information and protocol disseminated to staff, leveraging best practice customer interactions and delivering learning to support development.
In the contact center, a performance-enhancing culture is dependent upon quality monitoring and performance management to give managers a better understanding of how the workforce is performing and quickly identifying areas for improvement. Workforce management and e-learning are critical for helping them plan appropriately and put processes in place to enhance performance. Together, these four segments give companies the insight they need to proactively address cost control issues and put revenue-generating initiatives in place.
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Once Again, What Exactly is Performance Management?
While the title of the article may make it appear to be focused on describing Performance Management, it actually provides valuable tactical tips on implementing Performance Management. These tips (the author calls them rules) should help you maximize the results of your implementation. The article also describes how management needs to address the cultural impact, providing another set of tips. Finally, three specific data management improvements are detailed. Single version of the truth, highly personalized information and integrated workflow.
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Creating High-Performance Contact Centers
This in-depth article describes 10 ways contact centers seeking to improve the efficiency and effectiveness of their operation can benefit from performance management technology. These systems enable organizations to successfully develop a culture of high performance and accountability because they do what reports and dashboards alone cannot. Performance management systems provide the tools and enable the practices necessary to provoke and enforce change. By considering the benefits you need you can ensure your implementation will support their achievement.
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Why Metrics-Centric Performance Management Solutions Fall Short
Performance management solutions based on existing transaction data often produce a plethora of metrics that lack strategic context, reflect only past behavior and don't measure an organization's intended outcomes. To improve performance, organizations should instead focus their efforts on increasing operational alignment. An alignment-centric performance management solution goes beyond simply reporting on status to incorporate communication and collaboration throughout an organization. This means, for example, distilling the number of tracked metrics down to a few key performance indicators (KPIs), communicating the role of KPIs by carefully documenting their definitions and emphasizing high-level progress toward targets over displaying specific data values. Similarly, an alignment-centric solution encourages stakeholders to share their collective experiences with others, capturing best practices and allowing proactive adjustments to strategy. This article describes how you can maximize your performance management by considering alignment-centric performance indicators.
Full article >>
Witness Systems Back Office Performance Management
Back Office Performance Management is part of Witness Systems' complete Workforce Optimization solution, which enables you to capture employee desktop activity, evaluate recorded samples, identify best practices and train staff effectively. It captures sample transactions by initiating recording based on business conditions that you define. Using business rules, you can automatically have captured transactions placed into unique contact folders for your business function, as well as be notified when a business condition exists. Now you can evaluate operational effectiveness, spot trends and implement tactics to improve performance.
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