Tiffany says “Contact centres need tools that drive actions, not just those that report on results” – I am certain that is the key, and the key actions are those taken by the agents.

Jason says “Decision making and action taking in real time is now a reality.” Again the best results are when the AGENTS make the decisions and take the ACTIONS that result in improvement.

As Paul confirms “Whilst there are many tools on the market that support performance management, we believe the vital ingredient is the reaction it creates in staff at the front line of dealing with customer interactions.”

Jonty recently asked in this publication for our ideas on the “next big thing” in contact centres – this is it! Empowering the AGENT to make DECISIONS and take ACTION for improvement based on a real-time awareness of their own performance and it’s impact on their reward.

I could end with “watch this space” – but prefer “be a part of it”.

Thanks for four excellent views.

David