What do a puzzle, a flashlight and a trophy have to do with Performance Management in a Contact Center?
Well recently I had the chance to sit down with David Geffen, a thought leader in this area, to hear about what he thinks are the three best practices business leaders should look for in a Performance Management solution!
He used these items to explain in an innovative and compelling way the many challenges contact centers face in understanding what is truly preventing them from providing an Experience Transformation for their customers and employees.
So what do I mean by Experience Transformation you ask?
Well, as technology has changed how we manage our personal lives, from instant online access where-ever we go, to today having literally what would have been considered a supercomputer a few years ago in the palm of our hands, this has impacted how we interact with each other in our personal lives. From simple email to Social Networks and Video, we are a long way from the days of interacting only through phone calls. Before you know it, we will be transporting ourselves around the world through Virtual Reality! All this change in our personal lives impacts our expectations from the businesses we connect to as individuals, and even what we expect the environment in our workplace to be like. Collaborative and teaming in open space concepts, working in jeans and t-shirts; gone are the days of hard walled offices and cubicles, white shirts and ties…The Future of Work is here!
All of this change impacts the way you should think about Performance Management in the Contact Center. From a technology perspective, there are constant streams of new data but many struggle to transform it into actionable insights. As a result it is difficult to develop a set of strategies and tactics to drive the business performance organizations desire. From a workforce perspective, the expectations employees have of how they are engaged, motivated and coached in the workplace has also changed. Gone are the days of a once a year written performance review; employees expect continuous meaningful feedback, along with a personalized coaching plan, and a set of goals that is unique to them as individuals.
Performance Management Best Practices
The best practices David shared with us were how an effective Performance Management solutions must bring data together, point to the areas you should focus on and then enable you to coach and motivate your teams to drive performance:
- Bring together
- Point
- Drive performance
For more details watch my talk with David on our first segment of LinkedIn Live from NICE below. Be sure to listen closely to see if you can identify if David’s favorite sport is Soccer or Football! Let me know what you think by sending me an email at david.wasserman@nice.com.
To read more about NICE’s Performance management solutions - visit our NPM webpage.