As we've discussed in previous blogs, ICMI research has found that contact center agents have the greatest potential to affect the customer experience. Furthermore, the same research found that the greatest positive impact on agent performance hinges on the necessary tools agents need to effectively perform in their position.
So how do you achieve better performance and higher productivity from your agents - to ultimately improve the customer experience?
Here are four key characteristics Aberdeen found within a recent study of leading contact center WFO users that show how leaders maximize agent productivity and drive customer delight.
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