performance-management 
CX Global Media
OCTOBER 30, 2020
Performance management helps contact center supervisors assist their team to perform better. Here is what contact center supervisors view performance management. The post What Contact Center Supervisors Think of Performance Management appeared first on CX Global Media.
Help Scout
FEBRUARY 28, 2024
VP of People Leah Knobler shares why we outgrew our old performance management system, how we revamped the process to embrace a more performance-driven culture at Help Scout, and what we've learned along the way. Read the full article
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Fonolo
NOVEMBER 15, 2022
Ah, performance reviews. Agent performance directly impacts the caller’s experience. Performance reviews are an opportunity for management to evaluate, assess, and lead their team members cohesively in the right direction. Of course, there are right and wrong ways to conduct a performance review.
COPC
FEBRUARY 6, 2023
Balanced scorecards provide a holistic view of an organization’s site, program, department, team, or employee performance. Rather than analyzing individual key performance indicators (KPIs), a balanced scorecard measures financial, customer, and internal processes along with learning and growth perspectives.
Advertisement
A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.
Fonolo
SEPTEMBER 21, 2021
As a call center leader, you rely on your call center managers to ensure everything runs smoothly. But call center managers don’t have easy jobs — reviewing metrics, engaging employees, onboarding new talent, researching the latest call center technology , and keeping customers happy are only a few parts of a call center manager’s day.
COPC
JUNE 9, 2023
If you’ve been following along, you already know the incredible value that a balanced scorecard brings to performance management. We’ll uncover the secrets of leveraging two types of balanced scorecards to drive exceptional performance and achieve organizational goals.
Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI
Setting aside the large costs involved in high rates of employee turnover that can result from lack of employee satisfaction and engagement, the positive results of good Workforce Engagement Management include increased performance and productivity as well as enhanced customer satisfaction and loyalty.
Advertisement
Rapid access to the most relevant and actionable information is critical to managing agents, supervisors, and communicating with executive leadership to improve efficiencies and business outcomes.
Advertiser: Symtrain
With automation and digitizing training, we can scale performance-based training and deliver more job-ready employees by automating the repetition, feedback, and reinforcement they need to build confidence and develop the skills required to perform better. Managers and executives are prioritizing better engagement and performance.
Advertisement
We believe in the power of AI to automate self-service when appropriate and to drive more meaningful engagement through advanced performance solutions such as workforce management and reporting. At LinkLive, we have a security-first mindset and a purpose-built approach to providing excellent CCaaS solutions.
Speaker: Tony Medrano, CEO of RapportBoost.ai
Join Tony Medrano, CEO of RapportBoost.ai, Nate Brown, Co-Founder of CX Accelerator, and Kaye Chapman, Learning and Development Manager at Comm100, as they present real case studies of how companies are adapting to industry trends to meet the needs of customers and agents. How to improve agent performance and manage their expectations.
Speaker: Chester Santos – Author, International Keynote Speaker, Executive Coach, Corporate Trainer, Memory Expert, U.S. Memory Champion
At worst, your performance and cognitive functions are impaired, resulting in memory, management, and task completion problems. In October, scientists discovered that 75% of patients who experienced brain fog had a lower quality of life at work than those who did not. At best, brain fog makes you slower and less efficient.
Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager at SupportLogic
Traditional methods of agent coaching lack the ability to automatically analyze the unstructured data inside support interactions to identify opportunities for improvement and reward strong performance.
Speaker: Brian Morin, CMO, SmartAction & Aarde Cosseboom, Director of GMS Technology and Product, TechStyle Fashion Group
Then you're probably well aware of the potential for using conversational AI to manage the calls that can be answered easily and quickly. Why the performance of TechStyle's virtual agents rivals that of live agents. Unsurprised? How TechStyle saved $1.1M in their first year afterwards.
Expert insights. Personalized for you.
156 
Let's personalize your content