Glossary

What is Performance Management Software?

Performance management is a type of contact centre software that collects, correlates and displays information relevant to each user’s role and responsibilities, whether they be agent, supervisor, business analyst or executive. This flexible tool can quickly reveal valuable new insights by enabling the tracking of personal and group performance vs. goal using a wide range of metrics with data sourced from many contact centre systems.

It systematically uses statistical data to automate, manage and drive the employee performance management process. The software helps set clear expectations for employees, provides employees with daily feedback on their performance against those expectations, rewards employees for performance through incentives and performance-related pay and creates and executes targeted development plans, all delivering sustained performance improvements for the organisation.

Since performance management usually derives its data from many sources within the contact centre, sometimes with overlapping fields of the same data, performance management is often regarded as a “single source of truth” since disparate systems may portray data in contradictory ways that make it impossible to compare against target KPIs.