Measuring an agent's quality and productivity performance is just one element of an effective performance feedback system. It provides the agents with timely and detailed knowledge of how they can immediately improve their customer contact performance. Agents also need to understand your expectations of them outside of their customer contact functions and how their individual performances contribute to the company's success. Is the agent's ability to interact seamlessly within the team or across teams critical to the achievement of overall success? Is the agent's willingness or desire to grow into supervisory or leadership roles valued? An effective performance feedback process must address both short- and long-term goals, individual, team and company objectives, and plan for helping the agent achieve their goals. This process is typically achieved through a multifaceted approach to performance feedback including quality monitoring, productivity tracking, consistent ad hoc and formal communication, annual supervisor performance appraisal and for some contact centers 360-degree performance feedback.