Abstract
Management of resources in geographically distributed operations environments such as call centers poses many challenges including: (1) identifying which measures should be used as key performance indicators, (2) creating a shared view of performance management across geographical boundaries and enforcing usage of a common set of performance indicators. The present paper describes results from a multi-year effort to address these two challenges. A set of models were developed by leveraging functional modeling concepts proposed in the area of human-machine systems. These were used to specify the information required and how it must be used in monitoring and managing call center agents' performance. These models were the key building blocks of a user-centered design approach used to develop Web based performance management tools. A description of modeling process as well as an overview of the resulting tools and their impact on operational efficiency are provided.
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