Performance management software provider, Performix Technologies and eLoyalty, a customer relationship management (CRM) services company, have formed a partnership to market the first combined customer and employee management solution for contact centres.
Performix says that the merger of the two functions will enable organisations to drive real profitability within their businesses by connecting their customer insights with their employees’ performance.
CEO of Performix Technologies, Cathal McGloin, said: “Our partnership with eLoyalty enables us to take [performance management solutions] one step further, by truly connecting the customers’ needs with the employees’ performance.”
“Employee performance has been the missing link in many CRM strategies to date. Given that it is the employee who creates and maintains the relationship with the customer, bringing the two concepts together is a fundamental cornerstone of success,” he added.
The solution, Emvolve Performance Manager, integrates statistical information on actual employee performance in the customer contact and applies to this, performance management techniques to drive improvements in employees’ productivity performance.
By Suzanne Byrne