Voice of the Customer

Performance Management Optimization Case Study

Moderated by: Jason Alley, Vanguard Communications

We all know what it’s like to be buried under statistics and reports that do little to really illustrate for us what the customer experience with our business is and how agents are contributing to the success of the business.  Customer service agents likely have the truest ‘pulse’ on what this reality is, and we need to figure out how to fully empower them to do their jobs.

In a recent No Jitter posting, “Agent Metrics: Less is More…Sometimes,” a case study reveals some interesting insight regarding agent behavior and how one company shifted gears to seize an opportunity to boost agent performance.  I’d love to hear your reactions.  Click here to read the posting and submit your thoughts, ideas.

READY-SET-COLLABORATE

Times of Change for QM and WFM?

Moderated by: Jason Alley, Vanguard Communications

Many contact centers we work with have best of breed Quality Monitoring and Workforce Management systems in place that have served them well for some time.  They are long-time, loyal customers that are more than satisfied with existing solutions.  Lately, however, we have noticed an increasing number of customers discussing the possibility of replacing these very systems.  Why would they do so if they are already highly satisfied?  Let’s explore.