The Real-Time Contact Center

7The Role of Performance Management in Real-Time Contact Centers

Contact center performance management, also known as employee performance management, aligns corporate objectives with the tactical and strategic goals of all operating areas including sales, marketing, and customer service. Performance management broadens the focus of the contact center from strictly departmental goals to an enterprise-oriented set of objectives. It provides tools, processes, and a means for sharing time-sensitive, vital customer information with the rest of the company. It also offers automated data collection and reporting technology that frees up contact center managers to work toward achieving corporate goals. These enhancements in contact center operations ...