Use Scorecards to Track and Manage Individual, Team, and Enterprise Performance

Managing performance and productivity is no easy task, given the multiple functions, disparate systems, and complex processes typical of the enterprise customer service environment.

Impact 360 Performance Management provides a single, standardized framework for efficiently tracking, managing, and improving individual and team performance across your enterprise, from contact centers and branches to back-office operations.

By capturing and aggregating data across multiple systems, Impact 360 Performance Management not only provides insight into what employees are doing, but also shows how effectively they’re performing and where they excel or need to sharpen their skills. It can even trigger coaching sessions to help them do so. Using insight from the solution, you can tie the activities of individuals and teams to company goals, adjust training and processes as needed, and implement a cycle of continuous improvement.

Impact 360 Performance Management offers an array of functionality, including:

Advanced Scorecards — Displays employee performance metrics in role-appropriate scorecards, giving employees visibility into objective, data-driven assessments of their performance and empowering them to self-correct behaviors. You can choose from an extensive set of predefined key performance indicators (KPIs) or create your own to reflect specific organizational goals. Coaching sessions can be triggered automatically when performance scores fall below set thresholds, helping supervisors provide attention to the employees and teams that need it most.

Desktop and Process Analytics — Provides visibility into employee desktop activities across different systems, applications, and processes, helping managers identify hidden capacity, minimize idle time and non-productive work, reduce process variations, and take actions throughout the day to enhance employee productivity and workload capacity. Captured desktop activity information is fed automatically into Advanced Scorecards for use in computing KPIs.

Coaching — Provides out-of-the-box workflow for assigning, delivering, and tracking coaching that can be triggered by scorecard results. This unified functionality provides managers with online management tools for offering employees better, more focused guidance on how to develop and enhance their skills.

Adherence, Intraday Management, Volume Capture Tool, and Work Item Tracking—Helps managers in back-office operations track employee adherence to scheduled activities, view queue-level operational metrics (such as handle time, volume and backlog), and see the age of work items as they are processed. Alerts can notify the appropriate users when metrics exceed predetermined thresholds, enabling them to take action quickly. The solution’s Volume Capture Tool can capture work queue information from disparate systems or manual input, helping managers model work arrival and spread work volumes into manageable proportions.