The Business Case for Contact Center Performance Management
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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.