Managing Workforce Performance

摘要

If there is one central objective of contact center management it is achieving optimal performance from the agents. This can be measured by yardsticks such as increased customer retention, loyalty, issues resolved, sales and collections and/or reduced costs.rnTo reach that goal requires obtaining, analyzing and then utilizing that data to drive performance. That is the essence of integrating performance management (PM) with contact center workforce optimization (WFO) solutions (PM/WFO) accomplished via tapping information from many sources including ACDs and CRM systems, speech and screen analytics and surveys.