Call Center Performance Management Solutions

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Overview

What is Performance Management Software?

Call center performance management software unlocks valuable information that exists across separate contact center systems and enables managers to consolidate, correlate and display key information relevant to each employee's role.

This flexible tool can quickly reveal valuable new insights by enabling the tracking of personal and group performance vs. goal using a wide range of metrics with data sourced from many contact center systems. It systematically uses statistical data to automate, manage and drive the employee performance management process. It also helps set clear expectations for employees, provides employees with daily feedback on their performance against those expectations, rewards employees for performance through incentives and performance-related pay and creates and executes targeted development plans, all delivering sustained performance improvements for the organization.

Surface valuable insights using simple widgets and dashboard displays
Align individual goals with enterprise strategic priorities at every level in the organization
Ensure a sharp focus on metrics that will quickly drive change.
Provide a “single source of truth” for data from different systems in the contact center, in tandem with Aspect^® Engagement Analytics^™
Show results in many graphically revealing forms including heat maps

See how it works! Watch the video to see Aspect's performance management solutions in action.

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Aspect call center performance management software illustrated on a laptop

Performance management software assignment example

Capabilities

Coaching for Optimal Performance

Aspect Coaching helps ensure your staff gets the corrective training they need by making the cradle-to-grave coaching process as simple as possible.

Automatic or manually initiated coaching workflows guide the coaching process.
Tight interoperability with Aspect^® Quality Management^™ helps you achieve even better outcomes.
Coaching analytics help determine the best coaching to use.
Coaching rule templates allow you to fully automate the coaching process, including the ability to define required timeframes and provide links to coaching materials.

Engage Your Agents with Gamification

Transforming the agent’s traditional work experience into an environment of friendly competition helps make repetitive tasks more fun and keeps agents engaged in their work.

Create targeted challenges with rules, goals and rewards set by the supervisor.
Regularly remind agents of challenges currently in process with our Challenge Dashboard Widget.
Display awards using the Badging Widget to showcase agents' good performance.
Highlight leaderboard standings in graphical form using metric, KPI and Scorecard Widgets.
Make gamification more social with employee and team online profiles.

DEPLOYMENT

Get the Performance Management Software You Need, Deployed the Way You Want

Aspect’s flexible, powerful call center workforce optimization solutions can be deployed on-premises, hosted, or in the cloud, offering your organization the option to deploy contact center applications within the environment that best suits your needs.

If you're planning a move to the cloud, Aspect makes it easy to migrate at your own pace, or continue to utilize the deployment that makes the most sense for your business.

Aspect's cloud contact center platform, Aspect Via^® allows your business to adopt applications modularly, adding capabilities to your call center at your own pace
Aspect^® Unified IP^® includes all contact center applications in a single, complete, ready-to-deploy contact center platform and solution
Aspect solutions seamlessly integrate with third party applications, allowing data to flow freely across contact center and workforce optimization functions and the rest of the enterprise

Consultancy

Aspect^® Professional Services for Performance Management Customization and Deployment

Agent engagement is essential to achieving contact center KPIs. The Aspect Professional Services team has the years of professional experience and technical expertise necessary to develop and implement specialized applications that extend the capabilities of your Aspect Performance Management solution.

Case Study

RCN Could Not Monitor Agent Performance Until Implementing Aspect Performance Management

RCN wanted to focus more on the customer experience and productivity of agents, but it lacked the ability to aggregate performance data to track the actual progress toward new customer sat and agent productivity goals. After implementing Aspect Performance Management, RCN improved productivity by 3% and drove agent attrition down by 50%, saving $500,000 annually.

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Glossary

What is Performance Management Software?

Performance management is a type of contact center software that collects, correlates and displays information relevant to each user’s role and responsibilities, whether they be agent, supervisor, business analyst or executive. This flexible tool can quickly reveal valuable new insights by enabling the tracking of personal and group performance vs. goal using a wide range of metrics with data sourced from many contact center systems.

It systematically uses statistical data to automate, manage and drive the employee performance management process. The software helps set clear expectations for employees, provides employees with daily feedback on their performance against those expectations, rewards employees for performance through incentives and performance-related pay and creates and executes targeted development plans, all delivering sustained performance improvements for the organization.

Since performance management usually derives its data from many sources within the contact center, sometimes with overlapping fields of the same data, performance management is often regarded as a “single source of truth” since disparate systems may portray data in contradictory ways that make it impossible to compare against target KPIs.

Resources