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Optimizing Agent Performance through Analytics:
Improving the Customer Experience by Improving Agent Performance
A white paper by Ventana Research

An agent’s performance has a direct effect on a customer’s experience. The better agent’s performance, the higher the customer satisfaction. Most companies recognize this, yet most centers still approach agent improvement in a traditional way which does not close the loop on connecting what happened in the past to drive better performance in the future.

In this paper, Ventana Research explores:

• The research behind why agent performance matters
• The benefit of leveraging analytics to drive your agent improvement program
• How to get the best value from coaching and training time