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Customer Service Workforce Performance Management

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Strive to create the best possible customer experience for your company by focusing on the vital strategic area of performance!

Just as developing an effective service center is a common goal for many companies, determining how to measure its success in real data and KPIs proves to be an intriguing challenge. Read the reports below and learn valuable lessons in effective contact center agent training, coaching, best practices and many more important topics.

As you read, you’ll learn about different contact center solutions available from the best vendors. Be provided with unique insights, expert advice, top analysis and much more about solutions from the industry leaders. To view software vendors click here.

Customer Service Workforce Performance Management

  • Using Gamification to Improve Contact Center Performance
    — Presented By: CallMiner

    Gamification is quickly attracting a large and loyal following because of its proven ability to improve contact center performance and agent engagement.

  • Best Practices in Customer Callback Strategy Design and Implementation
    — Presented By: Interactive Intelligence

    Ensure that you’re in alignment with callback best practices, using this “playbook” from Interactive Intelligence

  • The Added Business Benefits of Text Message Surveys
    — Presented By: NICE Systems

    With the ever increasing growth in mobile devices which offer an array of applications offering customers everything from buying flights online to recording their favorite TV program, it is perhaps easy to forget that these devices still have the basic function of SMS (text) messaging. This new white paper from NICE will cover surveying best practices and will offer a range of recommendations that can be implemented in your organization immediately. The paper also presents a channel comparison by response rate and speed of response, and a look into the value to be gained from utilizing SMS as a feedback channel.

  • A Time to Fix Back Office Operations
    — Presented By: Aspect

    Read the Aspect sponsored DMG Consulting whitepaper “It’s Time to Fix Back-Office Operations” and learn how to transform your back-office operating model to drive a higher quality organization resulting in lower costs, an enhanced customer journey and more engaged employees.