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Performance Management
The Company requires an automated performance management solution that will provide all resources within call center operations with a balanced daily view of individual and team performance (when appropriate). The solution must integrate with multiple call center systems (ACD, WFM, Quality, IVR, CRM) in order to deliver concrete performance metrics, balanced against defined targets, on a daily basis. Additionally, the system must integrate with the Company’s appraisal, incentive, training and personal development processes and initiatives.
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