Improving contact centre agent performance through Performance Management
Supporting agent development to help reduce agent attrition
Performance management is the process of delivering role-specific, relevant information to individuals on a regular and frequent basis to positively influence their performance in line with corporate business objectives. Agents, managers and executives should all be provided with a targeted set of Key Performance Indicators (KPIs) that are aligned with each.
Using a balanced scorecard approach, an organisation can identify each agent’s strengths and weaknesses and help to directly drive personal and general training initiatives. As an organisation, you can refine your forecasts and performance goals based on the data collected in a Performance Management system.
With its unique understanding of customer contact, Sabio can provide appropriate guidance for deploying Verint Impact 360 Performance Management to meet your business needs. Sabio will help you define the application based on your existing and future Performance Management needs and offers ongoing support.