The Business Case for Contact Center Performance Management

call center week
Posted: 12/01/2014
Job:
Company: Call Center Week

Learn how good contact centers become great with
real-time performance management systems.

Recent benchmark research conducted by Ventana Research on next-generation workforce optimization found that more than three-quarters (78%) of businesses ranked improvement in both contact center and agent performance as very important. Modern contact center performance management systems can rapidly assemble information and deliver insights that enable managers to understand agent performance and choose the best course of action to maximize their effectiveness, thus improving the entire center’s performance.

Download Your Complimentary eBook, authored by and featuring research from Ventana Research, to learn about:

  • The 8 proven benefits of modern contact center performance management systems.
  • How to develop a strong business case for investing in performance management systems that track and help improve contact center performance, employee satisfaction and the customer experience.
  • Why performance management systems are one of the top two planned analytics investments for the year ahead.
To continue viewing this content please fill out the form below and become a CCW Digital member.
Or if you're already a CCW Digital member, sign in below to download.
Join

By entering in your information and submitting the form, you give the sponsor permission to contact you regarding their product and you agree to our User Agreement, Privacy Policy, and Cookie Policy.

To continue viewing this content please fill out the form below and become a CCW Digital member.
Or if you're already a CCW Digital member, sign in below to download.
Join

By entering in your information and submitting the form, you give the sponsor permission to contact you regarding their product and you agree to our User Agreement, Privacy Policy, and Cookie Policy.

call center week
Posted: 12/01/2014
Job:
Company: Call Center Week