A differentiated customer experience (CX) is at the heart of service delivery in the contact center industry. Businesses are acknowledging that one of the best ways to achieve this ideal end state is to create an engaged and happy workforce. This has resulted in a surge in the demand for performance management (PM) solutions that can help agents better serve customers, increase customer satisfaction, and enhance brand loyalty.
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Frost & Sullivan’s unique thought leadership paper, Performance Management for Everyone, examines the impact of PM and workforce management (WFM) applications on contact center management. The brief analyzes the gains for enterprises in terms of CX and employee experiences (EX) and recommends plans of action. Performance management is no longer just a tool for medium to large enterprises and can bring a higher level of contact center optimization to organizations of all sizes with a quick return on investment.
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To download the complimentary brief, please visit: http://frost.com/performancemanagement
“When PM is at the core of the contact center, advanced analytics that improves outcomes is no longer optional,” explained Nancy Jamison, ICT Industry Director at Frost & Sullivan. “It allows companies to release clear, relevant data to executives, managers, and front-line teams in ways that reflect current conditions as well as help them shape the future. Modern PM tools not only offer visibility into the customer journey, but also provide the metrics and real-time insights needed to course correct, fix performance targets, and achieve those targets.”
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