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.

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