Performance Management

Your agents and customer representatives are your front line and have the ability to immediately impact any business objective or metric associated with customer interactions. Effective call center agent performance management is paramount, not only to running a great contact center, but also to growing your business.

 

Whether your call center’s primary function is customer service, technical support, sales, or collections – or whether your customer interactions are across multiple communication channels.

CallMiner Eureka can help. Eureka helps improve your call center performance management initiatives by automating quality monitoring and providing direct coaching feedback to your agents.

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Incentives that Work: Call Centre Helper
Incentives that Work: Call Centre Helper

Learn the effectiveness of various incentive approaches to motivate the right agent behaviour including, ti...

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Motivating Agents To Deliver Better Customer Outcomes
Motivating Agents To Deliver Better Customer Outcomes

How do you create an environment where your agent community remains motivated to help meet your business ob...