Performance Metrics and Quality Management for Improved CX

April 28 2:30 PM BST / 3:30 PM CET

Taking care of your agents is good business. In order to deliver the best customer experience (CX), we have to understand how agents are feeling today – especially when employee retention and recruitment is down.

We can do this by looking at the data you are collecting. Data is at the core of every contact centre and as we continue to gather data on anything and everything, are you utilizing it in a way to move your contact centre forward?

Join us for part one of our Performance Management series, discussing how to create the engaged agent by using data to measure performance and ensure quality.

Learn how you can move your contact centre forward by

• Creating a meaningful Quality Management program to track your contact centre
• Establishing and measuring progress against the key metrics you have, relative to employee
• performance, engagement, and productivity
• Analysing agent interactions for potential skill and behavior gaps that affect Cx