ICMI is part of the Informa Tech Division of Informa PLC
This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.
It’s that time of year again. With the start of the new year, many of us will dive into the annual performance appraisal process. You’re not alone if you aren’t looking forward to it. In too many contact centers, performance appraisals are little more than a milestone activity that satisfies HR’s requirements for legal compliance and recordkeeping.
There’s a problem, though. Rushed, unreflective appraisals can cause feelings of employee cynicism and mistrust when employees realize the process is an unproductive exercise, leading to lowered morale and productivity. With a little bit of effort, why not transform this automatic exercise into a real performance-booster? Try these new ideas to inject some energy into your standard process:
With some effort to bring more meaning to the process, you can significantly improve the results of your efforts. What a way to start the new year!
Rebecca Gibson has 13 years of working with clients to design and develop employee training solutions, focusing on knowledge and skill-building for contact center executives, managers, supervisors and front-line employees. During ten years with a fast-growing call center outsourcer and then with the International Customer Management Institute (ICMI), she consulted with clients in the pharmaceutical, insurance, healthcare, financial services and high-tech industries on best practice hiring strategies, results-driven quality monitoring and coaching programs and effective employee performance support.
Please sign in to leave a comment. If you don't have an account you can register for free here.
Forgot username or password?
Hard to believe another year has gone by! These are great tips and reminders as we prepare to reflect on 2011 and move forward into 2012!