Executive Outlook: Role-Based Service Performance Management

By Tony Petrucciani, Single Source Systems, Inc.

Monitoring high-level performance indicators was once reserved for senior management sequestered behind oak-paneled doors. Only the all-knowing CEOs, CFOs, and COOs saw the numbers, understood the numbers, and controlled the future of the company and the fate of personnel based on those numbers. Today, companies striving to maximize performance and productivity often share access to critical performance data with multiple levels of personnel, including contact center representatives, inventory managers, and service managers. The result is a team that understands analytics is a priority for the company as a whole. Monitoring critical numbers and KPIs (key performance indicators) becomes internalized, a part of everyday interaction with colleagues and an understood component of performance evaluation.