CallCenterCafe.com Features
The Performance
Management Process
Frisco,
Texas Jul 21,
2005 CallCenterCafe.com provides a bi-weekly newsletter to
call center professionals. Occasionally we send out informative
emails that we believe our subscriber base will find value from.
Today we offer an interesting article on Performance Management
and we feature one of our favorite products the Performance
Management Process eBook. We believe you will find some information
that may impact your center positively. Enjoy!
Partnering for
Performance
Are you looking for the answers to boosting
performance and simplifying discipline? Performance Management holds
those answers. Building good relationships is the key to the success
of Performance Management and that all begins with Partnering for
Performance...
The
relationships you develop with your direct reports can make or break
the success of your team. Developing solid relationships with your
employees creates an environment of teamwork, productivity and
success. This environment encourages feedback for improvement.
Performance issues and areas of opportunity and achievement are no
longer an uphill battle, but rather an effort between partners. This
is referred to as "Partnering for Performance".
Read more>>
The Performance
Management Process
Last year I was on contract
for this company that wanted to shift their business model from
Outbound to Inbound call handling. This was no easy task. Not
because they couldn't do it or because they ran the outbound
business. It was because none of their centers had any performance
management process in place. We could not spend time working on the
technology, discipline and core competencies needed to run the
business we had to develop, train and implement a performance
management process.
It had to be simple enough that people understood what each step
along the way comprised of. So we set out to outlined our new
process with input from others of course. To make a long story
short, this is what we came up with...
Read more>>
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