You can’t tell just by measuring how quickly phone calls are answered: You need the strategic view provided by performance management. ICMI can help you establish performance management methods and systems that align strategic objectives with quality and agent performance measurement. Our experience in implementing leading practices will enable you to achieve a continuous cycle of improvement that measures the right processes and gives supervisors the information they need to deliver on objectives. Let ICMI help you increase the strategic value of your contact center through performance management.
SOLUTION DETAILS
- ICMI does extensive interviews and research to understand your environment and strategic objectives so that our recommendations address your specific requirements.
- ICMI develops a comprehensive, nine-part assessment of your organization’s performance management systems, evaluating readiness, accountability, alignment, performance standards, measurement reporting, quality improvements and enabling technologies.
- Using gap analysis to discover weaknesses, ICMI designs a sustainable performance management model for your contact center.
- ICMI’s performance management design approach is inclusive; we involve all stakeholders and gain executive commitment to build and sustain program momentum.
- ICMI integrates manager and supervisor input into systems design; we believe it is critical for those who will use the measures in coaching to fully understand and buy into them.
- ICMI’s process enables you to upgrade coaching, allowing supervisors to gain an integrated view of which factors they should focus on most to achieve strategic objectives.
- ICMI delivers an “execution ready” implementation plan that is appropriately sized and scoped for your organization’s level of readiness, resource availability and capacity.
- Included in the implementation plan are measurement strategies; a reporting toolkit for Balanced Scorecard or other kinds of dashboards; advanced root cause analytics toolkit; and corrective action/preventative implementation toolkits.
- ICMI’s contact center performance management experts provide program implementation support based on organizational needs, including project portfolio management and project team coaching.
- ICMI emphasizes defining and understanding performance management processes first, so that when you apply technology, you have a faster path to return on investment.
SOLUTION VALUE
ICMI’s performance management assessment and consulting ensures that you are measuring and managing performance and quality factors that are most important to achieving the organization’s strategic objectives.
- ICMI enables you to focus data collection and performance measurement to gain an accurate understanding of the contact center’s business value and contribution.
- By aligning contact center performance with strategic objectives, ICMI can help you reduce unnecessary costs and improve service where it matters most.
- ICMI helps you employ methods, processes and technology to foster greater accountability and responsibility through more informed individual and organizational performance appraisals.
- ICMI’s performance management approach gives managers and supervisors the tools they need to enhance leadership and improve coaching effectiveness.
