Performance Management

Business Intelligence At Your Fingertips to Make Better and Faster Decisions
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Performance management is an integral part of managing the contact center as it enables you to align your people, processes, and systems to your goals and objectives, such as customer satisfaction and experience, cost control and revenue generation.

Verint Monet’s Performance Management sets a new standard by transforming contact center performance management from a reactive to a proactive approach. Scorecards, key performance indicators, real-time alerts, agent analytics, dashboards and customizable reports from our call center workforce management software deliver a constant stream of intelligence to help you take the right action to better meet your business goals now and in the future.

Verint Monet call center performance management software automatically collects and presents real-time and historical performance data at the agent, group and center levels. Key performance indicators, employee self-service scheduling and service level indicators can be distributed to call center employees through web-based consolidated reporting, giving them the information to do a better job. Free up time for supervisors and managers to focus on working with agents, coaching, training and planning – all resulting in better service to your customers.

Verint Monet Performance Management is fully integrated with the Workforce Optimization suite of our call center workforce management software, delivering agent analytics and scorecard capabilities to improve call center performance.
Flexible dashboards and reports for better decisions
Personalized scorecards for improved agent motivation

Provide management with unified call analytics to monitor and analyze key performance metrics resulting in better support in decision making.
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Motivate people to self-manage their performance and take action with coaches and supervisors based on real data and performance KPIs that meet your business objectives.
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Benefits for the Contact Center

Measure, Track and Improve Performance on All Levels at your Call Center

Put Business Intelligence in the Hands of Business Users to Make Better and Faster Data-led Decisions

Move from Reactive to Proactive Management to Better Meet Your Goals

Increase Agent Productivity and Improve Team Motivation

Refocus Supervisor’s Time From Data Collection to Coaching, Training and Planning

Additional Resources

How to Gain More Insight into Contact Center Performance Management
This webinar will show you how to gain more insight into the performance of your contact center using graphical dashboards, customer scorecards, goal setting, alerts and KPI (key performance indicators). We demonstrate how to get insights on contact center performance management with the right software.
Whitepaper
Cloud vs. Premise vs. Hosted: Differences, IT Costs and Benefits
Workforce Management Solutions: Cloud vs. Premise vs. Hosted – What’s your best option?
Whitepaper
10 Tips for more Effective Call Center Management
This whitepaper offers tips and best practices on call center management. Learn how to improve service levels while gaining more cost control and better utilization of resources.
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