Putting serve into service
Our expertise comes from our research that is not found anywhere else in the industry. It can help you make Agent Management impactful to your organization. Consider these insights as you look to assess and improve your Agent Management efforts.
Definition
Agent Management technology and processes make it possible to engage agents to improve outcomes with customers and thus the customer experience.
Research Fact
Most organizations use only partial information to assess agent performance, such as call sampling, which doesn't provide a full picture of performance
Best Practice
Move performance evaluation to an analytics-based approach using speech analytics to improve actual agent performance
Our guidance on Agent Management provides advice on how to embrace technology effectively. If you are ready to learn more on how we can help your efforts in Agent Management, check out our research below or reach out to us directly, and get started on your journey to excellence.