Performance Management

May 3, 2017

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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What are QA Metrics? Examples of QA Metrics for Call Centers, Aligning Metrics with Your Goals, and Best Practices
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