One window, one screen: The path to agent productivity
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Summary The impact of COVID-19 on businesses has been so widely spread and deeply felt that it has affected their employees, customers, processes, and technologies. It has forced them to re-evaluate everything from their top business challenges to the strategies they use to address them. The contact center is no exception, and savvy business leaders are changing the way they measure contact center performance – starting with what agent productivity means today and what success looks like. It’s no longer enough for contact center executives to solely focus their attention on the interaction timer on agents’ screens. It goes much deeper and wider than that and opens a whole world of opportunities facilitated by cloud contact center deployments, omnichannel strategies, automated self-service, and investments in artificial intelligence. Leaders must now seek ways to strike a balance between agent productivity and engagement to keep customers coming back. Ultimately, everything is ripe for re-evaluation – from strategies and tactics, and from software to hardware.
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