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Are Your Contact Center Agents Taking the Right Actions?

You’re done. Done with making decisions for your contact center based on a tiny fraction of calls. But wait! Now you can monitor ALL calls and replicate the best ones’ results. Not only lower customer churn, but harness your agents’ spirit of competition, drive your success, and more. And this ebook describes how!

Consider these questions:
  • Contact center supervisors: Ready to get the best out of your agents?
  • Monitoring 3% of calls now? Great! Want to do 100%? You can.
  • Got agents flouting business policies? Let’s put the kibosh on that!
  • Detect less-than-stellar agent communication and correct it? Yes!
  • How could speech analytics plus CRM data make for better decisions? It can!
  • Tired of new agents taking too long to onboard? You can shorten that!
  • Do your agents think this is some sort of game? No? Let’s change that!
  • Enough questions. Get the answers: READ THE FULL STORY NOW!
A good read for:
  • Sales managers
  • Enterprise decision-makers
  • Contact center managers
  • Customer experience leads
  • Customer relationship managers

In recent years, the contact center has transitioned from being a burdensome cost center INTO A HIGHLY DESIRABLE PROFIT CENTER THAT NO COMPANY CAN BE WITHOUT. However, traditional contact center metrics are often still in place, which may not drive the right behaviors.

For example, it's typical to measure contact center agents by the time to answer, the number of calls handled, call length, call abandonment rate, and other quantitative performance indicators. While these metrics still have some relevance, they do little to indicate whether the customer experience was good or even whether the customer’s question was answered satisfactorily.

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