Customer service representatives are at the heart of any call center environment. They’re the ones on the front lines interacting with customers, and they’re the ones who have the ability to either positively or negatively impact the customer experience.
In order to drive optimal agent performance at all times, call centers should invest in agent performance dashboards. The advantages are many:
- Provide actionable agent performance data in real time
- Offer alerts and notifications of any issues (compliance or otherwise) that may result during a customer interaction
- Drive overall agent engagement
The end result of such a solution is not only improved agent performance, but also richer customer interactions that can lead to customer retention, loyalty, and repeat business down the line.
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This post originally appeared on CallMiner.