Contact Centers If Money Isn't the Answer, What Is?

Competitive feedback lets them know how they rank against their peers. It proves that goals are attainable.

Use technology to execute performance tracking. At Orvis, I use a custom-built software solution by Logisys. The tool automates data collection from the phone switch and order entry system, which produces monthly scorecards and competitive reports. The automation enables my leadership team to focus on the feedback and development plans instead of gathering the data.