THE PERFORMANCE MANAGEMENT GUIDE 2009 How to make sure you are getting the most out of your contact centre. Performance Management (PM) has taken on a wider meaning over the last few years. Traditionally it is defined as an operational process to measure, in a structured way, the productivity of a contact centre, i.e. the centre’s efficiency. More and more PM has begun to encompass employee engagement and the contact centre’s impact on customer satisfaction and behaviour, to ensure management understand the centre’s effectiveness as well as its efficiency. In this guide we take a closer look at how to measure and achieve effectiveness, how different areas drive each other, how to improve internal and external status and how to align contact centre targets to the organisation’s overall goals. We believe our industry needs to take a more holistic approach to PM and that there are inherent dangers in examining the different areas in isolation. This guide has been designed to try and help you adopt this holistic approach and ultimately to simplify your performance management. Authors • Mats Rennstam • Stephen Jacobs Contributions from • Anne-Marie Forsyth, Chief Executive, CCA • Jane Hext, Customer Service Director, Vodafone • Jonty Pearce, Editor, Call Centre Helper • Carl Adkins, founder and MD, Infinity CCS • Dr Guy Fielding, Director of research, Horizon2. Open the guide here (pdf, 977 kB) Back...

European Call Centre Awards 2010   Events: Bright to speak in New Orleans and Oslo   Call centre special in the Guardian   Latest Bright Ideas Newsletter   Industry top practioners discuss 2010   Article: Measuring customer satisfaction and driving behaviour