Top tips for running a successful performance management system


Performance management systems are an invaluable tool for contact centers. With customer experience expectations increasing all the time, it's vital that you are keeping track of overall staff performance and monitoring where improvement is needed. But how can you ensure that the performance management system you implement is a success? Here are our top tips:

1. Make positivity your focus

Successful performance management is a positive force for your staff and the office atmosphere as a whole. Faced with so much data about your employees work it can be tempting to jump on the areas that need improvement. But this approach is not only demoralizing for staff, it also misses skill sets and achievements that should be nurtured and celebrated. So how can you found your system on positivity?

  • Share positive feedback with the whole office.
  • Give praise sincerely and often.
  • Develop an incentives/rewards system that celebrates exceptional performance.
How to implement a successful performance management system: embrace positivity.A positive approach is key to implementing a successful performance management system.

2. Communicate with your team

Rapid changes to working practices and expectations can understandably be unsettling and disengaging for your employees. To tackle this and get your staff on board with performance management, it's important that you keep staff well informed. This helps everyone to feel comfortable with the new processes they will be working with. How can you do this?

  • Be open and honest with your team about the new system and what it means for them from the outset.
  • Share the exact details of what you will be measuring and how.
  • Be open to staff feedback. This is important during initial implementation but also continually as the system gets up and running.

3. See it as an opportunity to upskill staff

Performance management systems are excellent at aggregating employee data and highlighting areas that need to be improved. This is a fantastic opportunity to get to know the individuals in your team, which areas they prefer and which they need more training on.

A successful performance management system upskills employees. Targeted training and upskilling your employees raises overall performance and is engaging for staff.

So what can you do to help upskill your team?

  • Identify areas for employee improvement and provide coaching and personal development.
  • Introduce further training and upskilling to staff career paths
  • Don't be too hasty in letting poor performing employees go - take time to understand the exact reasons for their results, there may be a simple solution!

4. Train your managers

At the end of the day the better managers understand the system they are working with the more likely it is to succeed. Thorough training from experts on how to run and implement a performance management system and integrate it into existing routines can help pave the way.

If you're looking to implement a performance management system into your contact center and want to make it a success, get in contact with the experts at Call Design today.

How can you better engage your team?


We hear about employee engagement all the time but do you know why it matters? Sometimes it can feel like actively engaging your team is a nice-to-do not a must-have. However, research shows employee engagement is a core driver of key business outcomes. Just take a look at some of the stats:

  • Gallup research found that companies with top quartile levels of employee engagement performed 21 percent better in terms of profitability compared to companies in the bottom quartile.
  • Organizations with engaged team members also had 17 percent higher productivity levels, 10 percent higher customer ratings and lower employee turnover rates than companies with low levels of employee engagement.
  • Another study, conducted by Aon Hewitt, found that only 63 percent of employees consider themselves highly or moderately engaged.

This has massively important implications for contact centers. When your employees aren't engaged in their work, it directly affects your bottom line. So, how can managers ensure their agents are engaged with their work? Here are just a few places to start.

1. Talk to your team about engagement

If you're going to invest in engagement, start by engaging your team in the process. Sit down and chat with them about what would actually engage them. What things are currently working? Which aren't? Your agents are a key source of information here - they know better than anyone else what would engage their peers.

2. Show your team some recognition

The Aon Hewitt study found that rewards and recognition have the most potential to improve engagement. Take a close look at what systems or processes you have in place for recognising your team and think about how you could improve them.

When your employees aren't engaged in their work, it directly affects your bottom line.

3. Develop them professionally

One study by PwC found that modern workers are more motivated by learning and development opportunities than financial rewards. Create pathways for your agents, as doing this will help them understand that you value you them as a team member and see a future for them in your organisation.

Interested in learning more?

Employee engagement is just one piece of the management puzzle. To effectively lead a contact center you need to ensure you're aligning staff to core KPIs, providing actionable feedback, implementing effective recognition structures - the list goes on.

That's why Call Design has created a one-day Manager Essentials course as a part of our Workforce Optimization Program. In this session, you'll learn a variety of better leadership techniques, through a series of actionable training modules.

To learn more about the course and what you can learn, head over to our training courses page!

Aspect Software Awarded Patent for Workforce Management Multi-Channel Scheduling System

Aspect Software a leading provider of native consumer engagement, workforce optimization, and self-service solutions, today announced the award of a new patent for modeling and simulating the interaction dynamics of chat, email, IM, social media and other text-based customer communication in a workforce management (WFM) environment. The patent was awarded for the unique method used to accurately estimate the required staff in a multi-skill, multi-channel contact center environment. Read more here...

Aspect Software Receives 2018 CUSTOMER Magazine Product of the Year Award

Aspect Software, a leading provider of fully integrated consumer engagement, workforce optimization, and self-service solutions, today announced that TMC, a global, integrated media company, has named Aspect Software as a 2018 CUSTOMER Product of the Year Award Winner. The award highlights products which enable their clients to meet and exceed the expectations of their customers. Read more here...

G2 Crowd rates Aspect WFM as Contact Center Workforce Leader


What do you trust more: A recommendation from a friend or an online review from a stranger? Turns out, according to a BrightLocal Consumer Review Survey, 85 per cent of customers today trust the two mediums equally.

Now more than ever, online reviews are a deciding factor in whether or not consumers give your business a try. The trouble with the digital medium is that there are a lot of fake reviews floating around. In fact, nearly 80 per cent of survey respondents have read a fake product review in the past year alone.

Enter: G2 Crowd

Consumers want peer reviews but they need them to be authentic. This dilemma prompted the creation of G2 Crowd - a peer-to-peer business software review platform dedicated to real-time and unbiased user reviews that help you objectively assess what purchases are best for your organization.

G2 Crowd gives users the freedom to research and compare business software, while providing peace of mind that the review is authenticated and coming from someone who has used the software. Through the use of a special algorithm, the platform can calculate:

  • Market Presence: Defined as a measure of market share, vendor size and social impact.
  • Customer Satisfaction: Calculated via scores from real user reviews.

These calculations inform the creation of unique grids, periodically distributed by G2 Crowd, showcasing products and vendors based on reviews gathered from their community as well as aggregated data.

It's the objective platform, businesses have been looking for.

What does this have to do with Call Design?

The G2 Crowd grid for Contact Center Workforce shows Aspect Workforce Management (WFM) software scoring in the leadership quadrant (pictured below) - the only WFM software to achieve this rating.

G2 Crowd Grid for Contact Center Workforce Software G2 Crowd Grid® for Contact Center Workforce Software

The distinction is a testament to the functionality and versatility of Aspect WFM.

The Aspect Workforce Management listing on G2 Crowd includes feedback from verified customers. Here's what some of our customers are saying about Aspect WFM:

  • "Sometimes we have tools at our disposal, but we might not know the best ways to use it. Aspect gives the support for users to solve doubts and courses to learn how to make the best out of each tool."
  • "My favourite component of the Aspect suite is the workforce planning. I consider it the benchmark for all other workforce planning. The forecasting tools, scheduling tools, and intraday management are far superior to any other company."

You can read more Aspect reviews on the G2 Crowd site. Reach out to Call Design today to learn more about what Aspect WFM can offer you.