In the Real-Time Contact Centre, Donna Fluss explains, “Performance management broadens the focus of the contact centre from strictly departmental goals to an enterprise-oriented set of objectives…and that’s really what it’s all about in the contact centre”.
The contact centre is a very complex organism. It is rife with data that can provide valuable information about the operation, but the data is located in disparate systems and there is no way to consolidate, correlate and display information relevant to each user’s role. That’s why you need Performance Management to:
- Surface valuable insights using simple widgets and dashboard displays
- At every level in the organisation, align individual goals with enterprise strategic priorities
- Ensure focus on the metrics that will quickly drive change
- Provide a “single source of truth” for data from throughout different systems in the contact centre