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NT1310 Unit 5 Assignment 5

Decent Essays

Collecting data and analyzing employee activity to identify key performance indicators (KPIs) is used to forecast an expected array for all monitored work assignments. Organizational development requires improving what the organization knows about employee performance. The statistics helps to determine whether efficiency processes that are impacting to the workload are effective. Monitoring call average handling times (AHT) per call and customer ratings can increase both productivity and quality (Levenson, 2014, p. 23). When analyzing KPIs, organizations can use the process statistics to determine or observe processes that helps to drive exceptional customer experiences by providing guidance and feedback regarding all elements of the customer …show more content…

Due to their proven excellent performance, these representatives will be evaluated approximately 4 - 5 times per quarter and will be provided with specific behavioral coaching feedback. • TIER 2 Representatives whose quality performance for the previous quarter falls in the middle third of the population will be placed in Tier 2. This group will receive approximately 5 - 10 quality evaluations for the quarter. • TIER 3 Tenured representatives whose quality performance for the previous quarter falls in the bottom third of the population as well as newly hired representatives with less than 6 months of employment will be ranked in Tier 3. This group will benefit from an increased amount of quality evaluations (approximately 6 - 10 per quarter), that includes specific behavioral coaching feedback. References HSNi.net. (2018). Customer Interaction Observation Process. Retrieved from https://hsni.net/home/quality Levenson, A. (2014). The Promise of Big Data for HR. People & Strategy, 36(4), 22-26. Nassar, N. S. (2007). A Systems Approach to Organizational Development (P. Campbell, Ed.). Nashville, TN: Savant Learning

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