The ROI Of Performance Management

In nearly all organizations, there are hidden inef?ciencies and disparities in performance which can to be uncovered and ?xed. Performance Management is a set of tools and practices increasingly being used by contact centers to expose these inef?ciencies and drive improvement. In the contact center, Performance Management has emerged as a standard management activity, and in leading operations, has become as critical as workforce management, quality monitoring, call scripting, and proper contact routing. Submitted by Merced Systems