The Benefits of Performance Management Software
Performance Management is something of a catch-all term that incorporates a wide range of management aspects, from planning to developing agent skills, to evaluating performance based on metrics and making adjustments accordingly. Most call centers engage in some form of performance management, whether through ongoing meetings to assess progress or an annual review.
It’s an essential process, and it can be a difficult one without software that tracks and analyzes the performance levels of your call center team.
The analytics provided by Monet Metrics has made performance management faster and more accurate at a wide range of call centers. Data is delivered in a way that makes it easier to identify the skill sets of your agents, as well as any skill gaps that need to be filled by additional training.
What used to require stacks of paperwork and tedious manual operations now gets completed automatically; saving valuable work hours that can now be devoted to other tasks.
Is Monet Metrics your best option?
Obviously we think so. But as you explore the different software selections available you’ll want to select the performance management system that best fits your call center’s needs.
As you investigate, always keep in mind that performance management is only as good as the data it receives. Your workforce management and quality management efforts, as well as those devoted to training and billing and other specialties, must collect accurate numbers for the system to work. With Monet, that’s never an issue.
Performance management is one of the most effective ways to improve contact center service – as long as the metrics are accurate and implemented in a way that bolsters the associated workflow functionality. This is not a one-time fix but an ongoing program that should become part of a call center’s everyday management procedures.
Workforce Management: Big Benefits for Small Contact Centers
Where is it written that only contact centers with 100 agents or more can benefit from a workforce management solution?
Confidence: The Overlooked (But Vital) Agent Trait
What qualities do you look for when interviewing potential contact center agents? Certainly, experience is important, but as this is