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Success Stories: Performance Management

CardWorks | Business Services | Video

CardWorks, the largest privately held credit card servicer in North America, uses Performance Management Scorecards within the Impact 360 Workforce Optimization suite to provide associates with concise onscreen statistics of what is expected of them – helping to foster healthy competition and improve performance.

Cruise Line Operator | Travel & Hospitality | Case Study

This premier cruise line operator leverages Impact 360 Performance Management to give agents a better view into their progress against business goals and to shape their performance, in turn increasing adherence by 5% and sales conversion ratios by 50%.

Education Financing Lender | Financial Services | Case Study

This financial services leader uses Impact 360 Performance Management to map performance directly to key performance indicators that align with customer service objectives, helping to improve agent engagement, commitment, and morale.

International Multimedia Company | Business Services | Case Study

This international multimedia company achieved upwards of 5% cost avoidance in agent hiring in a very short time by employing Impact 360 Performance Management and its robust scorecards capability, which helped it better understand performance holistically and make quicker, more informed decisions.

Knology | Telecommunications | Case Study

Cable provider Knology used Impact 360 Performance Management to increase first-call resolution by nearly 20% with performance scorecards tied to corporate goals.

LeasePlan USA | Transportation | Case Study

Vehicle leasing and fleet management provider LeasePlan USA leverages Impact 360 Performance Management to provide employees with more effective review sessions that highlight strengths and opportunities, and to visibly track improvement over time.

MRIS | Real Estate | Video

MRIS, the nation's largest MLS provider, uses Impact 360 Performance Management to provide real-time performance metrics to its agents and deliver more targeted coaching, leading to vastly improved productivity and customer satisfaction scores.

Navitor | Wholesale Printing | Case Study

Custom print commercial printer Navitor is using Impact 360 Performance Management to enhance operations and provide consistent, objective performance feedback to its customer service team, resulting in a service level improvement of nearly 10%.

New York Life | Insurance | Case Study

The oldest mutual life insurance company in America, New York Life relies on Impact 360 Performance Management to give agents access to key metrics in one place, enabling them to keep track of their progress and empowering them to manage themselves.

Scicom MSC Berhad | Staffing & Outsourcing Services | Case Study

Business process outsourcer Scicom MSC Berhad uses Impact 360 Performance Management to more effectively train agents in 35 countries and 24 languages.

Siemens IT Solutions and Services | Staffing & Outsourcing Services | Case Study

Global IT outsourcer Siemens IT Solutions and Services (formerly Siemens Business Services) helps its supervisors focus on coaching by using Impact 360 Performance Management to closely monitor agent performance against goals and generate alerts when there are breaches in service levels.

TriNet | Staffing & Outsourcing Services | Video

TriNet, a trusted strategic HR partner to growing businesses, uses Performance Management Scorecards within the Impact 360 Workforce Optimization suite to effectively measure front- and back-office productivity, enabling it to redeploy resources at any given time to meet the true demands of customers and needs of the business.

Verint | Business Software & Services | Case Study

Verint, the leader in enterprise workforce optimization software and services, leverages Impact 360 Performance Management to improve ticket response rates and reduce backlog, elevate staff productivity, and increase customer satisfaction.

VSP Vision Care | Healthcare | Case Study | CRM Service Elite Award

Global benefits provider VSP Vision Care is using Impact 360 Performance Management to better track, understand, and enhance the performance of its customer service representatives and, in turn, its customer satisfaction.