Performance Management | Upstream Works

By: Upstream Works  09-12-2011
Keywords: management solutions, Performance Management, Performance Management Solutions

The Problem

The goal of performance management is to have your agents and teams work to the best of their ability. Today, this means having your team achieve First Contact Resolution, but existing performance management solutions do not provide the insight needed to coach to FCR. They treat each call as the same, leading to coaching for general behaviors only (“saying the right things”), and emphasizing handle times.

The Solution

FCR based performance management requires coaching for the special knowledge, skills and process for each type of call. Upstream Works’ solution brings the same level of manageability to customer care and FCR as traditional contact center metrics bring to call efficiency.

Business Interaction Manager measures agent performance by call reason, and ACD skills to identify training and compliance gaps that lead to repeat calls and long handle time. They integrate with virtually any call recording system, so you can select calls for quality monitoring based on a combination of agent performance criteria (FCR, AHT, transfers) and call reason.

Benefit Highlights

  • Identify, coach and train agents on call types that they have difficulty resolving
  • Identify work avoidance behaviors such as transfer/deflect certain call types and “kickbacks”
  • Identify and coach agents that have short AHT but cause repeat calls
  • Add your business specific KPIs, such as conversion, to your coaching process

Keywords: management solutions, Performance Management, Performance Management Solutions

Other products and services from Upstream Works


Solutions | Upstream Works - First Call Resolution

As contact centers evolve over time and through acquisitions, incompatible technology from multiple vendors makes it increasingly difficult to add advanced functionality. Our Performance Management solutions add the dimensions of call reason and FCR, so your agents can be coached and trained on how they resolve specific types of calls.


Business Interaction Management | Upstream Works

Business Interaction Management gives you the window into information you can use right up and down your organization – providing actionable KPIs to your executives, helping supervisors to improve agent performance, and empowering agents to improve personalized service. Plus, you’ve got mountains of siloed data that represent three divergent points of view: the customer’s, the agent’s and the more neutral device or technology viewpoint.


Analytics | Upstream Works - First Call Resolution

The alternative has been dashboard tools that dress up the same old contact center efficiency statistics, without providing any analytic insight into the relationship between contact center actions and customer outcome. For the contact center, this means gaining insight into customer and agent behavior, and using it to reduce costs and increase revenue through increased sales and customer satisfaction.


Agent Desktop | Upstream Works

Though ROI is easily justified based on agent handle time reductions alone, the customer history and knowledge tools support First Contact Resolution to reduce the total number of calls. Upstream Works’ UpStart Interaction Hub for Agents automates multiapplication agent desktops and workflows based on the customer’s prior experiences and current needs.