Kenzie Fitzpatrick

Customers expect fast, connected, and consistent experiences. But in many contact centers, agents still navigate disconnected systems, repetitive tasks and constant pressure to move faster. 

Here’s the reality: 

For CX leaders, ensuring agent productivity is paramount to a successful contact center. But "productivity" in and of itself doesn't mean much without key agent productivity metrics that ensure agents are efficient, effective, and, most importantly, provide stellar customer experiences. 

What does “good” actually look like in a modern contact center? 
Not in theory — but in the day-to-day reality of agents handling real conversations. 

That’s why G2, the largest software marketplace, and its quarterly Grid® Reports matter. 

Is after-call work (ACW) a significant source of hidden friction in your contact center? 

You’ve seen it before: in order to collect valuable call insights and log accurate data, agents are often forced to create artificial pauses, take breaks between calls, skip summaries altogether, or put customers on hold. This leads to interrupted conversations and frustrated customers.