Performance Optimization

Performance Management is designed to address your analytic needs whether that is segmentation analysis, predicting your future customer profiles, or closely monitoring your processes for continuous improvement. Set Analysis, Predictive Analysis, and Process Analysis are powerful engines that enhance your dashboards and scorecards to provide valuable insight into your business processes.

Newmetrics’ High-Performance Management Platform uniquely offers robust reporting and dashboards with tightly integrated forms and workflows. This fulfills many organization’s requirements for OLAP reports, personalized scorecards, alerts, forms, and workflow/task automation modules (such as coaching tracking, surveys, and exception logging), all in a singular, easy-to-maintain system.

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High-Performance Operations Management

A High-Performance Management system is a unified platform for identifying, developing, and disseminating key performance indicators. Qualitative and quantitative measures are developed and managed so that individual, group, and organizational success metrics are promoted. Features include:

• Weighted and configurable metrics to ensure focus and maintenance of critical processes.
• Role-Based Access to Reports and Real-time Data
• Balanced Score-Card approach to management that incorporates industry-standard benchmarks and best practices
• Automatic generation of performance reports and real-time displays.
• Automated system alerts based on abnormal states or performance exceptions
• Automation of operational processes such as performance appraisal, training or hiring built upon automation of associated activities such as performance reviews
• Standardized assessments that greatly reduce the liability of sex, age, or race discrimination.
• Goal planning/target and objective setting. Rewards based upon success outcomes
• Incentives, bonuses, and performance related pay to promote agent “buy-in” resulting in lower recruitment, lower training which equals better representation.
• Coaching design and implementation to develop agent processes and associated skills
• Integrated with Employee Portals as an enabler for Life Cycle management

Integrated Real-Time, Performance Dashboards

Integrated Real-Time Dashboards enable you to continuously measure and manage discrete events that significantly impact your company’s performance. Activity monitoring capabilities provide line of business stakeholders with unprecedented real-time and historical visibility into strategic business processes. Stakeholders can configure, track and analyze their Key Performance Indicators (KPIs) to gain immediate and actionable business insight that previously might have taken days, weeks or months to realize.

With Integrated Real-Time Dashboards, you can:

• View individual lines of business or consolidate into an enterprise-view.
• Implement cross-process metrics that can be monitored and alarmed.
• Monitor at a high-level and zoom into trouble areas as identified by user defined alarm logic.
• Automate pro-active compliance with service level agreements.
  
  Dashboards provide alignment, visibility, and collaboration across the organization.

Performance Dashboards correlate events with KPIs for meaningful and actionable insight, in real-time. This strategic capability enables managers to gain control over the processes for which they're accountable. Stakeholders can personalize data acquisition and presentation. Response scripts that automatically respond to undesirable scenarios can also be configured. Today, organizations place increasing emphasis on business process productivity by looking at how to improve the delivery of their goods & services. Dashboards deliver real-time performance measurements to optimize your organization at every opportunity.

Integrated, Real-time Business Dashboards facilitate:

Organizational Focus – Dashboards channel the company’s focus onto defined goals and objectives via dashboard KPI’s.

Performance Visibility – enables the performance of the enterprise to be viewable on the employee, supervisor, management and executive levels. Decision makers are provided insight into applicable performance indicators, alerts, and other advanced analysis capabilities.

Part of an overarching data consolidation foundation – performance dashboards provide specific users with the timely information they need to perform optimally. By leveraging a data consolidation platform, the huge investments made in underlying support systems can be fully utilized by providing common metrics from numerous underlying data sources and systems.

Employee analytics support the analysis of front-line performance using data from a variety of sources gathered into one convenient repository. Employee Analytic support systems can help answer important questions, such as:

• How effective are your agents performing?
• Are contacts being handled within company service targets?
• Are Employees providing a quality encounter with the customer? What impact does that have on customer satisfaction?
  What is my average work time? What impact will lowering it have on revenue?
• Are employees of one supervisor or another consistently scoring higher on production and quality targets?
• How effective is employee training? What impact is it having on quality scores?
  
  

In this race, success is not measured by crossing a finish line but by the ability to adapt to changing conditions and consistently meeting customer satisfaction/fufillment targets. This functional suite provides for a measured response to employee efficiency and customer efficacy data.

Newmetrics has the experience, knowledge, and tools you need to resolve your company’s specific issues. We’ll work with you to evaluate your environment and with the Newmetrics family of products, develop a solution so you’ll meet and exceed your management goals.

Contact us at 314-361-6320 or sales@newmetrics.com for more detailed information on what our employee lifecycle management options can do for your organization.