System for managing employee performance in a complex environment
First Claim
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1. A method for managing employee performance in a call center environment, the method comprising the steps of:
- selecting no fewer than three and no more than seven performance criteria from among numerous possible performance criteria for call center employees;
establishing a performance goal for each of the selected performance criteria;
communicating the performance goals to the call center employees;
monitoring actual performance of the call center employees in relation to the performance goals; and
reporting to recipients selected from a group of recipients consisting of management and the call center employees the actual performance of the call center employees in relation to the performance goals.
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Abstract
Employee performance in a call center or similar complex work environment is managed by selecting a controlled number of performance criteria from among numerous possible performance criteria, establishing performance goals for the selected performance criteria, communicating the goals to the call center employees, monitoring the actual performance of the employees in relation to the performance goals, and reporting the performance of the employees in relation to the performance goals to the employees, management or both.
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Citations
22 Claims
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1. A method for managing employee performance in a call center environment, the method comprising the steps of:
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selecting no fewer than three and no more than seven performance criteria from among numerous possible performance criteria for call center employees;
establishing a performance goal for each of the selected performance criteria;
communicating the performance goals to the call center employees;
monitoring actual performance of the call center employees in relation to the performance goals; and
reporting to recipients selected from a group of recipients consisting of management and the call center employees the actual performance of the call center employees in relation to the performance goals. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14)
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15. A system for managing employee performance in a call center environment, comprising a processor system in communication with call center telephony equipment and programmed or adapted to:
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monitor, in response to employee call data received from the call center telephony equipment, actual performance of call center employees in relation to call center employee performance goals pre-established for each of no fewer than three and no more than seven performance criteria pre-selected from among numerous possible performance criteria; and
report to recipients selected from a group of recipients consisting of management and the call center employees the actual performance of the call center employees in relation to the performance goals. - View Dependent Claims (16, 17, 18, 19, 20, 21, 22)
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Specification