February 26, 2014

Understanding Contact Center Dashboards

CallTalk Caramels - Call Center Advice
Empower your agents and increase productivity through good dashboards. Studies show that while over 60% of call centers have management dashboards, only 40% have agent dashboards. Research also indicates that when agents are properly trained, properly incentivized based on performance, and can see a dashboard with their key metrics, they tend to feel empowered and will self-promote positive corrective actions. Here are some key points to remember that can help make your dashboard initiative a success:


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