Data-Driven Management and Transformation: Performance Management Methods in Contact Centers
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Overview: Performance management adoption has grown rapidly in the recent environment of cost reduction, transparency, and compliance where access to data and early detection of problems and trends is mandatory. And the concept has gained popularity with the increased adoption of methods for process improvement and excellence, such as Six Sigma and Lean Manufacturing. Performance management is about thinking of people and tasks in new ways and putting in place the right tools and processes to drive performance toward specific goals. Its about moving away from casual or intuitive management to management by data and facts.