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Analyst Perspective

Why Agent Performance Management Will Never Be the Same

A majority of customer interactions are shifting to digital channels, agent interactions are getting more arduous, and supervisors have less visibility into customer conversations.

We know these changes have led to an increase in the complexity of work but how does this impact the contact center’s ability to coordinate and harmonize customer journeys? And what does this mean for the traditional contact center performance model?

In this Analyst Perspective, you’ll hear from Keith Dawson, VP & Research Director at Ventana Research, on how these trends are creating a seismic shift in the way contact center leaders need to measure, manage, and uplevel agent performance.
 

To download this complimentary report, complete the form on the right.

LiveVox [Ventana Analyst Perspective / call center agents]

Fill out this form to get complimentary access to the report.

Video Series: Analytics for the Modern Contact Center

Check out these videos from Ventana Research to get their take on how contact centers can modernize their approach to performance analytics.

Bonus Resource

The Guide to Elevating Agent Performance in a Remote or Hybrid Contact Center

Learn how to best track agent performance in today’s environment, effectively scale best practices, and increase collaboration across your team in this comprehensive guide.

LiveVox [Elevating Agent Performance / eBook]