A two-part white paper by The PELORUS Group - Compliments of IEX
Performance management software is one of those rare products that represent a win-win for everyone. Agents have the information they need to better perform their jobs. Supervisors and managers, relieved of manually preparing reports and evaluations, can spend more time coaching and developing agents. Senior management gets excited about the favorable ROI.
In part one of this paper, Dick Bucci of the PELORUS Group defines eight specific strategic and tactical benefits that underline why performance management software is “must have” for the well-run contact center. Part two narrows in on the acquisition process. You will learn the core elements of performance management systems and how to classify vendors into "Reporters" and "Doctors." You'll see the pluses and minuses of buying a vendor solution vs. building a solution internally, and you’ll learn about essential questions to ask of potential vendors. This vendor-neutral paper is an invaluable resource for contact centers that plan to deploy performance management software.