This resource is no longer available
Call Center Tips to Optimize Agent Performance
Investing in front-line customer service agents will help them provide a superior customer experience, according to experts in the field. While there is no single set of guidelines that will work for all businesses, industry pundits agree that providing a good tool set, offering education and training and giving agents leeway to use their own judgment will empower them to meet customer experience management (CEM) demands.
This E-Guide examines how Workforce management tools and other CEM technologies can help agents prioritize and meet performance standards.