Managing Contact Center Agent Quality Issues

FEBRUARY 2025

SPONSOR SPOTLIGHT | REGAL PAGE 10

14 COACH ’ S CORNER
22 TIME UTILIZATION ENSURING EMPLOYEE ENGAGEMENT
THE HIDDEN POWER OF TIME
18
BENCHMARKING THE POWER OF CROSS-INDUSTRY BENCHMARKING
24
DATA MANAGEMENT HARNESSING THE POWER OF DATA AND ANALYTICS - PART 2

MANAGING AGENT QUALITY ISSUES

HOW AGENTS CAN PROVIDE EXCELLENT CX IN THESE ANXIOUS TIMES .

BY BRENDAN READ , CONTACT CENTER PIPELINE ; Q & A WITH EXPERT PANEL
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ILLUSTRATION PROVIDED BY ADOBE IMAGES
AGENT PRODUCTIVITY
SUPERCHARGING AGENT PRODUCTIVITY
METRICS
WHICH “ METRICX ” MATTER ?
STRATEGY
MASTERING OUTBOUND CONTACT CENTER MANAGEMENT
AGENT PERFORMANCE
ACHIEVING PERFORMANCE AND PRODUCTIVITY GOLD
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