Category Archives: Performance Management

Elevate Your Leadership with The Reporting Engine

Many leaders believe that technology can help employees improve their capabilities to perform well in their jobs. This assumption could be detrimental to your business. As a leader, you need to understand that technology is now the essential part of … Continue reading

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How can you impress your customers, innovating contact center management with Smart Reports?

In present day contact centers, vocation is no more confined to merely handling calls. With e-mails, instant messaging and online communiqué the functioning of contact centers has largely expanded. To guarantee the success of customers, contact center solution aids its … Continue reading

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Call Center Reports: Our Reporting Requirements

Any good manager knows that it does not take hundreds of reports to run his business. But it does take the right ones. And these key reports need to evolve with the company.   Fundamentally, there are 2 kinds of … Continue reading

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So you think your performance management reports measure up?

Most of us are satisfied with the performance reports that we are using. Our operations are running relatively smooth. We achieve our goals month after month and year after year. We even manage to improve quality and productivity. Our employees … Continue reading

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How to improve productivity and quality and maintain a positive environment?

It seems most leaders have struggled with these goals many times in their careers. Employees hear “decrease quality” when they hear the boss ask for increased productivity. Many leaders asking for better quality are afraid to decrease productivity. I have … Continue reading

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Statistics: The Good, The Bad and The Ugly

The Good: Statistics are an integral part of any business. They are superb when you want to understand your market and your performance. They are invaluable when you have no way of knowing the future outcome of a given situation. … Continue reading

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3 Fundamental Reasons Employees Do Not Perform.

Many of us have experienced the frustration of not knowing how to get some of our employees to perform according to our expectations. In our hustle and bustle day-to-day bump and grind we may even miss the obvious signs. Here … Continue reading

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Posted in Performance Management, Workforce Management
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Call Center Management: Handling Time

Everyone knows that to run an efficient call center you focus on the time it takes for agents to handle calls. Everyone is also painstakingly aware of the disadvantages of focusing too much on this indicator. Some experts and some … Continue reading

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Call Center Goals: Rewards and Recognition

Nobody`s perfect. True. But that should never stop anyone from trying to achieve it. What is perfection anyway? If you treat the concept “perfection” as an objective idea rather than intrinsic or subjective one you might well achieve it. What … Continue reading

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Posted in Customer Service, Performance Management, Process Improvement
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5 Great Ideas to Foster a Motivated Workforce in a Call Center Environment (Part 5)

IDEA #5 – Process versus People. Process versus People. This simply means to focus primarily on your processes rather than on your employees when it comes to improving results. I am not suggesting ignoring people’s performance but merely switching the … Continue reading

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Posted in Customer Service, Performance Management, Process Improvement, Workforce Management
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