- Link to Business Goals
- Be Delivered in Real Time
- Be Achievable
- Be Clear and Actionable
- Compare to past performance, peers, personal best, etc
- Drive personal accountability
- Command attention
- Positively motivate
What Are Goal Achieving Metrics?
Goal Achieving Metrics form the cornerstone of every Centergistic installed solution. To be "Goal Achieving" the metrics must:
Goal Achieving Metrics may not be in your center today. Most firms attempt to use a combination of real time metrics, historical performance scorecards and coaching to motivate their team, with varying degrees of success. Why is this? Often only group metrics are presented in real time, which does very little to inform individuals what they can do to improve performance now. Many times detailed information does exist but requires the agent to go and look for it. In some situations the supervisor spends a lot of time trying to put the picture together from several sources of information. The result can be an inefficient cycle that costs time, money and overhead.
The fact is, information exists that can be collected, put in one place and presented in a way that motivates performance improvement now, not later! This information, however, is often sealed off in a database or locked in a legacy system somewhere. So the question is how to determine what the best information is, how to get to that information and then how to use it to improve performance.
Centergistic will work with you to devise the best set of Goal Achieiving Metrics for your center. This is not a lengthy process. It is a combination of our experience along with your goals. To collect, formulate and communicate these metrics we use our award winning AgentView Enterprise with a patented collection and filtering platform, successfully running in over 3,500 systems throughout the world.