Performance Management – Aligning Business Objectives through the Contact Center
By Donna Fluss
Every once in a while a new idea or concept comes along that has the potential to change the way we conduct business. Business performance management was conceived to align corporate objectives with the tactical and strategic goals of all operating areas including sales, marketing and customer service. When applied in a contact center, business performance management shifts the center’s orientation from department-centric to enterprise-oriented as it frees managers from the tedious and time-consuming data collection and reporting activities that occupied too much of their time. It synchronizes the objectives of the executive suite with contact center management goals and provides tools, processes and a framework for sharing time-sensitive and critical customer information with the rest of the company. And, it achieves these pivotal goals while improving agent productivity and satisfaction.