When you hear the term “performance management solutions” today, what comes to mind? The standard performance management solution is the performance management software or systems. There’s another term that gets long evoked these days: performance risk management. But like technologies have forever changed the manner in which we think about web-based applications, technologies too have changed the manner in which we think of performance management solutions. If you think about it, these are all performance management solutions:
Many people think of this term as an outgrowth of the first one, but it’s not. Both terms are part of the larger field called “automation”. Automation was in vogue for decades before most of us were aware of its true implications, and its cousin the automated performance management software came onto the scene much later.
So, let’s talk about this broader subject. Performance management solutions are designed to help organizations maximize their value by selecting the best performance management tools for the tasks. Those tasks might include human capital, processes, or even a combination. Best performance management tools for each of these core elements must meet a specific set of needs. The whole point is that there’s a lot more to work with than just a person, right?
And then there are the softer components of performance management solutions. One such element is the so-called soft skill performance management solutions, which help businesses understand, evaluate, and set up contact center agents to serve their business goals. So they help understand the employee behaviors, which are essential to making business success possible. They also help employees set up and implement the needed behaviors and attitudes toward their work. Finally, they help train them and help them get better at their core job – customer service.
The soft skills and behavioral problems faced by managers and their teams are the topics of another set of software applications commonly called performance management systems. These soft skills problems include: poor decision-making and implementation, lack of team work and communication, poor supervision and communication, inadequate motivation, as well as resistance to change. These problems are solved by the use of automated solutions for all these factors. Therefore, performance management system software makes the whole team work more effectively, simplifies supervision and communication, and helps managers set up and develop training programs for optimal performance.
Performance management systems also help managers understand whether there’s a problem and how to solve it. For example, one popular application measures the number of minutes the average team member spends on his job in a week. Another application measures the number of customers that an agent deals with per day. These numbers are then measured against several performance indicators, such as the average number of calls per customer handled, the average number of calls per agent per day, the average time spent on customer service calls, and the number of minutes an agent sits on the line during a call. With such information, managers can make decisions about staffing, training, and whether to bring in additional agents or whether to reduce costs by putting individual employees on hold for a few minutes while the phones are fixed.
However, many people say performance management systems don’t work because they don’t provide enough information or show too much useful information. Many managers feel that managers and their staff are not able to see what is actually going on within their company. They argue that if managers could see what was going on, then they could fix the problems, but since they cannot, performance management systems provide the information. Also, many employees say that they don’t always feel that their performance is being monitored because of privacy issues. It can be difficult to know what exactly is going on at work unless you get personal feedback from your manager.
Another key problem with performance management is that sometimes performance management systems aren’t set up well enough. If the information is outdated, if it is not presented in a way that the employee can easily understand, or if the forms are confusing, employees may not take advantage of the benefits. On the other hand, if the forms are easy to use, then the employee can fill them out electronically and receive continuous feedback and updates on how they are doing. This kind of continuous feedback is necessary to allow employees to know what is going on and improve the system over time.