Managing performance and productivity is no easy task, given the multiple functions, disparate systems, and complex processes typical of today’s customer service teams across the enterprise. Performance management programs can help organizations work toward their goals of optimizing cost, quality and service. Through a continuous loop, data-driven process, you can set and communicate goals across the organization, and then regularly measure performance against them to make corrections as needed based on actionable insights.
Verint Performance Management provides a single, standardized framework for tracking, managing, and improving individual and team performance across the organization—from contact centers and branches to back-office operations. It can help your organization implement a continuous process for managing performance across the areas of the business that impact the customer experience.
As part of the integrated solution, Verint Performance Management also includes:
Holland America Line uses Verint Workforce Engagement tools including workforce management, quality management and performance management to support their work-at-home model for its contact center. Watch the video to learn how.
Discover how Performance Management can help your organization implement a continuous process for performance management across the areas of the business that impact your customer experience (CX).
While coaching, mentoring, and training can enhance employee engagement, savvy organizations are incorporating elements of game theory (gamification) into the workplace to help stimulate and motivate their staff. Learn more about gamification.
Quality Management (QM) is the most widely practiced and most critical customer engagement process in the contact center. Pelorus Associates…
The first charter of any new back-office operations director or department head is to understand how things work across their organization so they…