Pay-for-Performance in the Contact Center

Overview

Setting clear and concise performance goals is the bread and butter of contact centers. These goals make it clear what agents are to aim for. Defining and managing their associated incentives are how you motivate them to do so. When performance metrics are tightly linked to incentives, each agent and every supervisor directly experiences the benefits of the contact center’s success. The problem for many companies is that their contact centers attempt to maintain this linkage with a jumble of manual processes, spreadsheets, and homegrown systems.