According to our poll, checking contact centre platform statistics is the most common way of measuring agent performance, with 64% of contact centres doing so.
Other popular measures of agent performance include using spreadsheets (58%) and manual monitoring (50%).
Poll – “How are you currently measuring agent performance in your Contact Centre?” – answers
Contact Centre Platform Stats – 64%
Spreadsheets – 58%
Manual Monitoring – 50%
Interactions Analytics – 34%
Other Forms of Input – 16%
(Multiple answers were allowed during this poll, so the total does not add up to 100%.)
Source: Call Centre Helper Webinar: Incentives that Work Sample size – 91 Date: April 2017