Improving Agent Performance Report

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Improving Agent Performance Report 2016-12-13T00:38:51+00:00

Get your complimentary copy of this 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.

Maximum Agent Performance

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Improve Agent Performance – And maintain it!

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.

New Ways to Win the Contact Center Budget War
New Ways to Win the Contact Center Budget War

Experts learn here!

For the past several decades, organizations like Verint, J.D.Power and Associates, the Incoming Calls Management Institute (ICMI), and the Customer Experience Professionals Association (CXPA) have used our know-how and expertise. We have designed and operated contact center performance management programs using the voice of the customer for large brands and small organizations. This white paper is your chance to learn what’s best.

Our work in contact centers began in the early 1990s at Purdue University. The beginning can be easily tracked to the lack of an adequate answer to the question asked of many contact center management teams – “how do you know you are providing good service?”

For over 20 years, we have designed and operated a Voice of the Customer performance management tool with our VoC programs generating a 300% greater return than simple customer feedback programs. We create buy-in and and action for contact center leaders. We help them answer the question – “What is the Best Thing to do to provide better service?”

Learn Contact Center VoC with these videos during your coffee break!