ABSTRACT
This chapter discusses how to develop performance management as a highly motivational and powerful tool. A manager needs to be both facilitator and inspirer to provide their team with the support to grow. A true manager will facilitate, inspire and implement rather than control. A successful performance management programme is one where the goals are aligned at all levels of an organization. The critical element is to analyze and align the business-based performance measurements with the employee-based performance objectives. The primary objective is to improve and maximize individual performance. It is important to support and empower individuals to be more responsible for improving their own performance. The philosophy of continuous improvement is that contact centre managers and agents must constantly seek new ways of improving the quality of their process, performance and service to customers. Some contact centres provide feedback in two ways. Some follow a scoring system. Other methods prefer to concentrate purely on constructive comments and tips.
