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NEW! Part one of a two-part white paper by The PELORUS Group Performance management software is one of those rare products that represent a win-win for everyone. Agents have the information they need to better perform their jobs. Supervisors and managers, relieved of manually preparing reports and evaluations, can spend more time coaching and developing agents. Senior management gets excited about the favorable ROI. In this paper, we define eight specific strategic and tactical benefits that underline why performance management software is “must have” for the well-run contact center. |
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NEW! Part two of a two-part white paper by The PELORUS Group In part one of this two-part series, we explained the many benefits and applications of performance management software. In this second paper, we narrow in on the acquisition process. You will learn the core elements of performance management systems and how to classify vendors into "Reporters" and "Doctors." We discuss the pluses and minuses of buying a vendor solution or building a solution internally and include a list of essential questions to ask of potential vendors. This vendor-neutral paper is an invaluable resource for contact centers that plan to deploy performance management software. |
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Contact center managers strive to maintain a delicate balancing act among business requirements, customer needs and employee desires. Through the effective combination of processes and technologies a contact center can achieve that delicate balance, optimizing performance and consistently achieving its goals. |
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Performance management is the logical evolutionary next step for organizations looking for ways to make the contact center a more strategic part of the business. Performance management tools do this by synthesizing information obtained from workforce management, quality monitoring and other systems to provide a comprehensive view of business trends and operating conditions. This paper explains it can be used to help your organization realize a higher level of performance and profitability. |
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The pressure to improve revenue and profitability while maintaining customer and employee satisfaction persists. To maintain growth, and avoid falling behind, contact center leaders must now take the components of operational excellence they have assembled and find a way to build upon that success. In short, they must optimize. This paper explains a way of thinking about optimization that will help you use your people, processes and technology to their fullest extent. |
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