Ventana Research’s benchmark research into agent performance management shows that most companies recognize the vital role contact center agents play in creating good customer experiences and thus good business outcomes. The research also shows that only the most mature companies have put in place processes and metrics that encourage behaviors that deliver such business outcomes. Furthermore, the research shows that companies are held back from adopting more customer-related metrics because they don’t have performance management tools that can help them create such metrics; instead most rely heavily on spreadsheets. Thus I was encouraged to hear during a recent roundtable discussion sponsored by Merced Systems from two customers that have used the Merced Performance Suite to institute a more rigorous, metrics-driven approach to improving agent performance.
Topics: Predictive Analytics, Customer Analytics, Customer Data Management, Customer Experience Management, Customer Feedback Management, Merced Systems, Operational Performance Management (OPM), Social CRM, Speech Analytics, Voice of the Customer, Cloud Computing, Customer Service, 360-degree view of the Customer, Agent Performance Management, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Text Analytics, Unified Communications, Workforce Management
Merced Systems provides software to support performance management in both sales and service. Its products extract data from various systems to produce business-related reports, dashboards, scorecards and analysis that help companies improve performance in these two key functions. To further its efforts, Merced recently invited around 100 partners, customers and prospects to its 360 Degree Performance Management Forum in London. As well as the usual presentations and demonstrations to convey its messages, successes and strategy, the customer presentations provided practical insights into how companies use these products to gain real business benefits. Since my colleague covered Merced’s U.S. event in depth on applications and technology, I will assess one of the customer presentations in more depth.