Performance Management for Everyone
An Executive Brief From the Analysts at Frost & Sullivan
About the Performance Management Brief
For decades, mid-sized contact centers have been stuck, battling between investing in improving agent performance or saving the cash and putting it toward their bottom-line growth. But, we don’t have to live this way anymore.
In this brief by Frost & Sullivan (sponsored by us), Nancy Jamison puts an end to the stalemate. Even a small investment in agent performance management pays for itself. You can implement smart and affordable solutions, like performance tiles, to clarify goals and metrics for your team – even without an enterprise budget.
In this brief, you’ll learn:
- Why so few companies are using performance management tools to improve their operations;
- How giving agents immediate feedback and access to metrics pays for itself;
- What modern performance management programs look like in combination with WFO;
- The benefits you gain from implementing performance management. Today.
