Pin the Tail on the Donkey is a beloved children's game, but this same concept doesn't translate well into running large enterprises.  Rather than marching forward with figurative blindfolds on, executives, supervisors and managers, and front line staff in sales and service organizations must be empowered with a comprehensive set of advanced, personalized dashboards, and integrated workflows, enabling every individual to efficiently and effectively measure, manage, and improve their performance.  Sales and Service Performance Management (SSPM) provides the information and tools necessary to improve the performance of every employee in the operation.

Executives: For sales and service executives, advanced analytics offer critical insight into key business drivers.  Knowing, for instance how First Contact Resolution impacts customer experience and productivity, executives are able to change course and balance competing objectives in response to changing business needs.  Having this direct insight into key business levers allows executives to focus their attention on mission-critical issues, rather than toiling in the weeds.

Supervisors: Having a succinct view into the performance of their team, supervisors and managers don't waste precious time gathering spreadsheet reports and hand-written performance reviews, but instead can spend their time on what's truly important - developing their team.  Armed with the right set of tools and information on their team's performance, supervisors and managers can cut to the chase and more effectively align and track their team's progress against personalized goals, as well as overarching company objectives.

Front Line: Finally, at the front line, highly personalized dashboards foster a culture of continuous improvement, healthy competition, and accountability for performance.  Front line representatives have visibility into how they're doing and can take immediate action to self-correct when certain metrics slip.  Furthermore, reps understand that their performance is being graded fairly, and that they are being compensated appropriately.  Empowered with the information they need to track their performance, reps are able to grow in their positions, which not only leads to a reduction in turnover, but also ensures that customers are interacting with better trained, more knowledgeable and more motivated reps.

In large customer-facing operations, highly personalized dashboards, advanced analytics, and integrated workflow are critical to ensuring behavior at every level is aligned with company strategy.  With timely and accurate information about performance delivered to every role in the organization, executives, supervisors and managers, and front line staff can more effectively and efficiently impact the business.