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System for managing employee performance in a complex environment

  • US 20060203991A1
  • Filed: 08/10/2005
  • Published: 09/14/2006
  • Est. Priority Date: 03/08/2005
  • Status: Abandoned Application
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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