Performance Management Survey

DOES YOUR PERFORMANCE MANAGEMENT STACK UP? WE ASKED 120 COMPANIES HOW THEY USE PERFORMANCE MANAGEMENT TO ENGAGE THEIR EMPLOYEES AND DELIVER BETTER CUSTOMER EXPERIENCES. SEE HOW YOUR EFFORTS COMPARE IN THIS BENCHMARK STUDY. Organizations with a performance-driven culture consistently outperform their peers. They are tightly ALIGNED around common data and goals that focus on ACTIONS to drive better customer experiences. This graphic will help you understand how you can gain competitive advantage by focusing on ALIGNMENT and ACTION to improve performance. ALIGNMENT = SINGLE SOURCE OF TRUTH SINCE 2006 THERE HAS BEEN A MASSIVE INCREASE IN THE AMOUNT OF PERFORMANCE DATA MEASURED AND COMMUNICATED PRIMARY TOOL 72% 63% 47% 42% 48% 11% 27% 17% 12% 2013 2006 2013 2006 2013 2006 2013 2006 2013 2006 EXCEL HOMEGROWN BỊ COMMERCIAL OTHER PERFORMANCE MANAGEMENT THE RESULT IS “MULTIPLE SOURCES OF TRUTH" 72% OF ORGANIZATIONS USE MULTIPLE SOLUTIONS TO MANAGE 72% EMPLOYEE PERFORMANCE- AND THAT CREATES CHALLENGES 57% OF ORGANIZATIONS 2 OUT OF 3 ORGANIZATIONS SAY THEIR BIGGEST COMPLAIN THEIR SUPERVISORS PERFORMANCE PAIN POINT SPEND TOO MUCH TIME MANUALLY (RE)CRUNCHING NUMBERS AND NOT ENOUGH IS THE COMPLEXITY OF THEIR SYSTEMS AND DATA TIME COACHING THE SOLUTION: ALIGNMENT COMPONENTS THAT DRIVE ALIGNMENT USE A SINGLE SOURCE OF FOCUS ATTENTION AND GUIDE SUPERVISORS (AUTOMATICALLY) TO THE SPECIFIC PEOPLE AND TOPICS MEASUREMENT. 'MULTIPLE COMMUNICATION ON A SOURCES' CAN ERODE TRANSPARENCY AND ACCOUNTABILITY SINGLE CHANNEL THAT NEED COACHING ACTION = EMPLOYEE ENGAGEMENT THE 'ENGAGEMENT PROBLEM': CUSTOMERS SELF-SOLVE SIMPLE ISSUES, SO CONTACT IS RESERVED FOR THE MOST COMPLEX ISSUES. THIS REQUIRES MORE ENGAGED EMPLOYEES, BUT 'SERVICE WORKERS' ARE LESS ENGAGED YEAR-AFTER-YEAR. DISENGAGED EMPLOYEES $2M TOP 2 ARE EXPENSIVE. THEY COST THE AVERAGE 1,000 AGENT CONTACT CENTER ENGAGEMENT MOTIVATORS MORE THAN $2M A YEAR IN ATTRITION AND LOST 57% WAGES POSTIVE RECOGNITION FOR TO ENGAGE EMPLOYEES, 88% OF COMPANIES ARE RUNNING GREAT PERFORMANCE CONTESTS -MOSTLY THROUGH BREAKROOM WHITEBOARDS, EMAIL AND VERBALLY 2 OUT OF 3 35% ORGANIZATIONS RUN CONTESTS COMPETITION WITH ONCE A MONTH, OR EVEN LESS TEAMMATES THE SOLUTION: ACTION EMPLOYEE ENGAGEMENT OPPORTUNITIES 31% OF COMPANIES ARE GAMIFICATION ONBOARDS GAMIFICATION INCREASES STARTING TO EXPLORE USING NEW HIRES UP TO 90% EMPLOYEE ENGAGEMEN GAMIFICATION. BUSINESSES FASTER AND INCREASES ENGAGED EMPLOYEES ARE 4X THAT USE GAMIFICATION EMPLOYEES SKILL SET BY MORE LIKELY TO CARE ABOUT GROW REVENUE 2X FASTER MORE THAN 70% DELIVERING A GREAT CUSTOMER THAN THEIR PEERS EXPERIENCE BOTTOM LINE ALIGN AROUNDA SINGLE SOURCE OF TRUTH TO DRIVE FOCUS, NOT COMPLEXITY. ACT AT THE FRONTLINE BY ENGAGING EMPLOYEES THROUGH NEW TECHNOLOGIES LIKE GAMIFICATION. NICE is used by more than 80 of the Fortune 100 companies. Visit www.nice.com for more NICE information about our solutions. NICE Systems © 2013