This report is a 15-year study into the highlights and lowlights in contact center agent performance and industry development. The study reveals advanced-practices in Quality, VoC, Metrics, and Emotional Intelligence for tomorrow’s high-performing leaders.
You will learn about specific tools and tactics that have been implemented by award-winning contact centers. Learn what they do to improve agent performance. It’s very different than what other contact centers do. The forward-thinking methods shared in this case study represent an opportunity for you. It’s the opportunity to make better decisions and receive better outcomes.
Improving agent performance is always in the top three areas of focus for contact center leaders. In this report, you will learn how to plan and budget better in addition to manage your contact center better.
Unlike contact center industry benchmarking, this report reveals how following industry norms will negatively impact your customers and how to avoid it. If your contact center is using common practices you will lose out now and more so in the future.
This is an opportunity for you to stand out and take an industry leading role and to transform the old way of doing contact center management. It’s an opportunity to take your contact center to the front of the customer experience movement.
Now is the time for you to take advantage of the customer experience driven economy with a customer experience leading contact center.
Get your copy today.