Performance Management for Contact Centers

Business intelligence at your fingertips to make better and faster decisions

Align your people, processes, and systems to your goals and objectives

Verint Performance Management Professional sets a new standard by transforming contact center performance management from a reactive to a proactive approach.

Scorecards, key performance indicators, real-time alerts, agent analytics, dashboards and customizable reports from our call center workforce management software deliver a constant stream of intelligence to help you take the right action to better meet your business goals now and in the future.

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The benefits of performance management

Performance Management can offer multiple benefits for your contact center:

  • Measurement, tracking, and improvement of performance on all levels
  • Putting business intelligence in the hands of business users to make better and faster data-led decisions
  • Moving from reactive to proactive management to better meet your goals
  • Increasing agent productivity and improving team motivation
  • Refocusing supervisor’s time from data collection to coaching, training and planning
Learn More: Introducing Workforce Engagement
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Real-time performance data at the agent, group and center levels

Verint call center performance management software automatically collects and presents real-time and historical performance data at the agent, group and center levels. Key performance indicators, employee self-service scheduling and service level indicators can be distributed to call center employees through web-based consolidated reporting, giving them the information to do a better job.

Free up time for supervisors and managers to focus on working with agents, coaching, training and planning – all resulting in better service to your customers.

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Powered by the Verint Workforce Engagement suite

Verint Performance Management Professional is fully integrated with the Workforce Engagement suite, delivering agent analytics and scorecard capabilities to improve call center performance:

  • Flexible dashboards and reports for better decisions: Provide management with unified call analytics to monitor and analyze key performance metrics resulting in better support in decision making.
  • Personalized scorecards for improved agent motivation: Motivate people to self-manage their performance and take action with coaches and supervisors based on real data and performance KPIs that meet your business objectives.
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