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:
http://www.benchmarkportal.com/call-center-newsresources/news-articles/2014/02/understanding-contact-center-dashboards-calltalk-car
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