Performance Tile Tips for Managers

Talk to your agents about Performance Tiles before turning them on. 

• Performance tiles help reinforce the metrics/behaviors you’ve deemed the most important. 

• If they don’t already, make sure agents know why you’ve chosen specific metrics and the impact it has on the customer experience.
  
  

Ensure your UserGroups make sense in terms of similar work.

• Remember, these agents are being compared to one another for performance, so if they service different queues/customers, the metrics may not make sense. 
  
  

Choose goals that are achievable for Performance Tiles and back up your overall CX mission.

• For example, if your focus is on taking the best care of your customers and completely solving their problems, leveraging time-based metrics alone may lead to a drop in quality (which is the opposite of what you want).
  
  

Ensure you have metrics that keep each other in check. 

• If all of your Performance Tiles focus on efficiency metrics like Handle Time, the overall quality of your interactions could suffer as agents are rushing to improve time-based metrics. 

• Watch for how an agent might game the system based on the metrics. For example, rushing callers off of the phone in order to drive Handle Time down.
  
  

Your guidance and feedback will ramp up the effectiveness of Performance Tiles.

• Use Performance Tile Metrics in your 1:1 and coaching sessions. By aligning on important metrics, you have a great launching pad for coaching conversations.
  
  

Remember, you are critical to performance improvement.

• Awareness of your metrics is step one, but practice and feedback in coaching sessions will lead to a change in behaviors and competencies.

• Think about learning to drive a manual transmission car.
  Someone can point out what the clutch is and how to shift. But, even if you understand why things are important and they’re right in front of you, it isn’t until you practice (with guidance) that you learn how to start the vehicle without killing the engine (or, balance properly on a hill). 

• It’s in this same way that tiles play a role in pointing out what the agent should focus on, but it is your guidance and coaching that will lead to new skills and behaviors.