Contact Center Performance Management Best Practices

Performance management – a.k.a. workforce optimization or performance optimization – is a holistic approach to improving the efficiency and effectiveness of the center’s workforce, your overwhelmingly largest cost element. It balances input from multiple sources to identify opportunities that drive positive financial impact while enhancing the customer experience.

Our Contact Center Performance Management Best Practices provide guidelines for:

• Strategy
• Workforce Management
• Quality
• Training
• Analytics
• Technology