Adopting a customer-centric mindset is important, but businesses do not win customers through attitude alone. In order to satisfy customers, grow market share, increase revenue and overtake their competitors, they must perform.
As the heart of the contact center operation, agents play a particularly valuable role in driving results. Agent performance is, indeed, a paramount business focus.
This Special Report on Agent Performance reveals how to position your agents (and, thus, your CX function) for success. Topics include:
- What customers really want – and what that means for agent performance.
- How the rise of AI is impacting agent performance strategy.
- 7 challenges that are inhibiting results.
- 6 opportunities to dramatically elevate agent performance.
- 8 radical performance metrics you should start using right now.