Abstract: In embodiments, the present invention is directed to methods of aligning an agent's compensation with an organization's goals, incentivizing an agent to improve their performance, and managing an agent. In one embodiment, the present invention includes defining a performance metric that relates to a goal of an organization. Performance levels are then defined for the performance metric. The performance levels are associated with performance values that an agent must meet to have their performance classified within a performance level. The method also includes providing a compensation rule that defines which of the performance levels an agent must achieve to change their current compensation. The performance of an agent with respect to the performance metric is then monitored to generate an agent performance, which is compared to the previously established achievement values to determine an agent's performance level.

Abstract: In embodiments, the present invention relates to methods and systems for monitoring performance of employees, contractors and other agents employed to perform tasks on behalf of a company, business organization or other entity. In an embodiment, the present invention involves defining performance metrics that relate to achievement values. The achievement values are associated with defined performance levels. Performance statistics that relate to an agents performance are collected and compared to the achievement values to characterize an agent's performance within one of the performance levels. The performance level achieved by an agent and the compensation of the agent are graphically displayed, and in some embodiments used to determine compensation adjustments.

Abstract: In embodiments, the present invention relates to methods and systems for monitoring performance of employees, contractors and other agents employed to perform tasks on behalf of a company, business organization or other entity. In an embodiment, the present invention involves defining performance metrics that relate to achievement values. The achievement values are associated with defined performance levels. Performance statistics that relate to an agents performance are collected and compared to the achievement values to characterize an agent's performance within one of the performance levels. The performance level achieved by an agent and the compensation of the agent are graphically displayed, and in some embodiments used to determine compensation adjustments.

Abstract: Embodiments of the present invention relate to shared call centers. More particularly, embodiments of the present invention relate to a shared call center that is in electrical communication with one or more client call centers. The shared call center, in embodiments, provides monitoring of agent personnel, provides customization of agent desktop applications or provides evaluation of agent personnel.

Abstract: In embodiments, the present invention is directed to methods of aligning an agent's compensation with an organization's goals, incentivizing an agent to improve their performance, and managing an agent. In one embodiment, the present invention includes defining a performance metric that relates to a goal of an organization. Performance levels are then defined for the performance metric. The performance levels are associated with performance values that an agent must meet to have their performance classified within a performance level. The method also includes providing a compensation rule that defines which of the performance levels an agent must achieve to change their current compensation. The performance of an agent with respect to the performance metric is then monitored to generate an agent performance, which is compared to the previously established achievement values to determine an agent's performance level.