Track and improve agent productivity with AI and workforce engagement tools
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customer service reps are disengaged, and are 84% more likely to look for a new job[1]
Delivering premium customer service is a powerful competitive differentiator, making contact center productivity crucial to success. To keep customer satisfaction high and identify opportunities for improvement, organizations must measure and optimize agent performance.
Contact Center Agent Productivity solutions help contact centers increase agent productivity, improve customer interactions and operate more efficiently, empowering agents to deliver the best customer experiences.
Improve contact center agent performance and productivity to increase customer satisfaction, control costs and enhance business revenue.
Train agents in soft skills, such as competent listening, empathy, tone of voice and sensitivity, so they can be relevant and authentic across all channels.
Automatically evaluate and provide agent feedback with quality assurance reporting and monitoring to greatly improve agent productivity.
Track and analyze critical KPI metrics, such as average handle time and first time to resolution, to maximize contact center efficiency and improve customer satisfaction.
Discover what drives agent dissatisfaction and set strategies to reduce contact center churn.
Gain insights into customer preferences to adjust service delivery and discover new service or product opportunities.
Drive continuous process optimization to reduce customer engagement efforts, control costs and improve total business revenues.
Agent scoring helps maintain consistent quality standards. Manual performance evaluation is a tedious, imprecise task. Enable continuous process optimization with real-time agent guidance and desktop automation.
Setting individual or team objectives and goals creates friendly competition that leads to many high achievers. Without real-time KPI metrics, agents cannot track their performance. Display leaderboards to monitor KPIs and motivate agents.
See how customers are succeeding with Contact Center Agent Productivity solutions.
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