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Top 35 Reasons You Need Contact Center Performance Management

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Whether you have 20 or 20,000 agents in your contact center, it’s essential to have one system of record that collects, consolidates, standardizes, analyzes and presents timely and actionable findings and recommendations – at the right time and in the right context – to each agent, supervisor and manager. Review the list of 35 common issues addressed by performance management solutions to learn where this technology enables the greatest strategic and tactical improvements for customer-facing operations.

Download your complimentary resource guide, authored by renowned analyst Donna Fluss from DMG Consulting, to:

  • Use the worksheet to diagnose your symptoms – if more than 20 of the 35 issues apply to your contact center operations, a performance management system will make a major impact on almost all aspects of your contact center
  • Learn how to best improve productivity, meet departmental goals, and show the center’s contribution to your company’s bottom line
  • Get practical guidelines for building a business case to acquire a performance management software solution