VPI, a global provider of interaction recording and analytics and workforce optimization solutions, announced the availability of the findings from the 2009 Agent Performance Management (APM) benchmark research on contact centers. Conducted by Ventana Research, the findings include analyses of processes deployed and technologies used to make the agent workforce more effective, as well as the information and metrics used to monitor and assess agent performance.
Key recommendations include:
-- Improve customer interaction-handling by thinking more strategically. Focus on automating the agent quality monitoring process, using analytics tools to improve the agent assessment process, and utilizing more outcome-focused key performance metrics.
-- Make better use of available technology and applications. Follow the example of innovative companies and deploy unified communications, smarter call routing to best-skilled and highest-performing agents, call audio and desktop screen recording and analytics, agent coaching, and the latest contact center-specific performance management tools.
-- Reassess key performance metrics. Explore supplementing basic measures such as number of calls handled, average length of calls and percent of calls placed on hold with more outcome- and business-related measures.
More information on the contact center market can be found at www.supportindustry.com
1 comment:
I recently came across your blog and have been reading along. I thought I would leave my first comment. I don't know what to say except that I have enjoyed reading. Nice blog. I will keep visiting this blog very often.
Performance Management Best Practices
Post a Comment