Cross-Organizational Benefits Performance management has a profound impact on how contact centers operate, measure their achievements, and interact with other departments in the company. It expands the contact center's focus from internal pro- ductivity and quality metrics to include objectives and performance mea- sures that are aligned with corporate profitability goals. Performance man- agement harvests and consolidates data from diverse systems to provide a comprehensive view of agents, customers, and the company's overall exe- cution. Performance management systems require the cooperation of sales, marketing, finance, and operations in order to be successful. Along with new career opportunities, this also creates new political and organi- zational challenges for managers, who must learn to interact effectively with peers and senior management outside the contact center. Ultimately, everyone benefits: the contact center realizes improved productivity and quality, while the corporation enjoys increased revenue, increased prof- itability, and a more loyal customer base. Business performance management yields benefits for customers, em- ployees, and the corporation's bottom line by synchronizing the activities