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).
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