Implementing employee performance programs in a contact center
Wagner, Kelly A.
University of Wisconsin-Stout
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As organizations look for ways to transform their culture and focus on performance, they may consider implementing employee performance management programs. Performance management programs allow organizations and employees to set goals and to monitor the performance against the established goals. This paper looks at the implementation of a performance program and the program's impact on specific key performance indicators (KPIs) within a contact center. After the performance program was implemented, year-over-year employee performance data was analyzed to determine how the program impacted performance.