Effective Management Toolkit: How To Conduct An Effective Contact Center Employee Performance Review

If you manage a contact center you are in the people business. Managing frontline employees or contact center teams can be a difficult task, but effective development tools can improve employee performance and the performance of the entire organizaiton. The performance review is a way to directly improve the performance of the contact center employee.

[inlinead] Overseeing employee performance is a manager’s most critical responsibility. In order to maintain and leverage the productivity and performance of the individual and organization as a whole, a manager should talk to his or her employees about work performance, strengths, weaknesses and how their performance aligns with organizational strategic goals. One way to accomplish this is to conduct performance reviews, which allows management and the employees to create goals, see where improvement is needed, reward good performance and develop plans that are beneficial for both the employee and the company. Katherine Mehr speaks with Bernie Erven, Professor Emeritus of the Department of Agricultural, Environmental and Development Economics for Ohio State University, on how to conduct a successful performance review.

Enjoy this podcast from Customer Management IQ sister site Human Resources IQ.