Traditional Performance Management Is SO Yesterday
The traditional performance management approach might be an annual HR evaluation, or monthly or weekly scorecards that report a standard (and somewhat predictable?) set of metrics.
I love and respect tradition. When it comes to special family customs, favorite recipes and holiday activities, maintaining tradition is important. However, there are times when newer is not just newer—it’s also significantly better.
Performance management has evolved beyond these initial definitions and basic capabilities, and Verint’s approach to performance management has too. Although some providers may still offer “traditional performance management” and basic scorecards, we have redefined performance management to refer not just to a piece of software or occasional review, but activities which help ensure that the goals of balancing and optimizing cost, quality and service—pertinent to each organization—are consistently being met effectively and efficiently.
Performance management is a continuous-loop process that involves identifying the right metrics for each role and team, establishing goals, assessing performance regularly, communicating consistently to all employees, and then taking appropriate corrective action.
From a solution perspective then, performance management for optimizing customer engagement requires products and services that can:
- Measure – Focus on the right business results-driven key performance indicators (KPIs). Capture and communicate results vs. goals regularly. Enable employee and organizational-level drill down.
- Analyze – Assess activity, productivity and quality-based KPIs relevant to each role. Aggregate and normalize customer, employee and interaction data from disparate sources.
- Manage – Ensure buy-in from and transparency within all levels in the organization. Engage and motivate employees—and importantly, connect their goals to corporate goals. Leverage workflows that help managers understand and use the data to coach, train and guide.
- Change – Support change and skill and behavior improvements. Review and evolve core KPIs over time to maintain alignment with corporate objectives and priorities.
To enable this evolved approach to continuous improvement, Verint Performance Management includes a unified set of Scorecards, Coaching, eLearning and Gamification products and services that provide closed-loop capabilities, enabling organizations to effectively practice performance management.
Verint Scorecards offer modern visualization of KPIs with robust reporting capabilities, including drilldown for data exploration and an improvement opportunities widget that automatically surfaces areas needing improvement.
Verint Coaching can be scheduled manually by managers, but the solution can also schedule coaching sessions automatically based on missed KPI targets tied to individual employee scorecard metrics and their status against goals. Coaching sessions gather the input and activity of both the coach and the employee.
Verint eLearning includes Lesson Management to support performance-driven learning on demand by delivering, tracking and reporting on progress of eLearning lessons. eLearning is unified with workforce management to optimally schedule eLearning sessions to help employees learn with minimal impact on service levels and help avoid training getting delayed or cancelled.
Verint Gamification helps motivate employees to improve their performance by offering next best action learning activities tied to their KPIs, such as watching a video, taking a quiz or viewing a simulation. Presented through an engaging game narrative, employees can earn points and rewards for actions taken and compare their performance against their personal best, peers or other teams within the organization.
To help you move from a traditional approach to performance management to a continuous improvement program, read the Executive Perspective Employee Engagement: A Matter of Focus, which discusses a three-phased approach to help increase employee productivity, effectiveness and organizational goal achievement.
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