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.