Neither agent nor manager likes performance reviews. Both sides find them stressful and disenchanting when reviews are subjective and based on bias and not substantiated data. This happens when managers don’t have hard facts available and are left to evaluate agents on things like work habits, attitude, cooperation, interpersonal skills and even tenure. This creates distrust with the performance appraisal process and it becomes meaningless.
Using hard data that your comprehensive contact center software tracks, stores and reports you can write powerful and meaningful evaluations backing it with solid evidence. You want contact center software that can store 12 months of data in preparation of the performance review. When you have taken the time to set clear expectations, you can now use data to show how the agent stacks up against the expectations. Good agents will be tracking their progress, will be harder on themselves and will already know if they fall short of exceeding expectations.
Reward agents on the facts using pre-determined key performance indicators in your performance appraisals and your agents will trust the feedback and trust the process.
Specialized Office Systems offers customized solutions to deliver printing, promotional products, apparel, office supplies and business furniture to multiple locations across the country. You will receive the personalized service you want and the attention to detail you need.
Cresa Commercial founded in 1993 was convinced that representing tenants exclusively was the best way to go. Not only would it give our clients the kind of objective, unbiased advice they might not get elsewhere, but it would also give us a unique offering in the real estate marketplace.