September 2016

Agent Performance Metrics

Contact Center Pipeline Magazine, September 2016
Table of Contents

Feature
Agent Performance Metrics
By Susan Hash
How effective are your performance metrics? Do they align with the organization’s strategic business goals? Highlights from our 2016 Agent Performance Report.

Agility Factor
First Step: Showing Up
By Jay Minnucci
Frontline agents are the ones with the greatest impact on customer satisfaction. They’re the lifeblood of the center, so they certainly provide a great return on investment. Unless, of course, they don’t show up.

Idiom Insights
Face the Music… Call Yourself!
By Kathleen Peterson
Hold music shouldn’t be an irritant for callers. The consequence of poor music selection is damage to the customer experience and the brand.

Inside View
CARiD
By Susan Hash
Online automotive parts and accessories retailer delivers a concierge-like experience one customer at a time.

Leading Thoughts
It’s Not Quality Management
By William Durr
Speech analytics and customer surveying applications have transformed the QM process into brand management.

Performance Matters
How to Deliver Engaging Customer Experiences, Part 4: Driving Employee Engagement
By Bill Stavros
When your employees are happy, the organization prospers. How to apply Maslow’s Hierarchy of Needs in the workplace.

Service Quality
Strategies to Improve Quality of Service
By Dennis Redden
3 key strategies that deliver maximum impact on service quality.

Superior Service
Hello From the Other Side
By Marilyn Saulnier
Companies can’t hide their bad behavior in today’s era of empowered customers. 5 steps to delivering a customer experience you can be proud of.

Tech Line
It’s Time to Optimize Those Ugly Agent Desktops!
By Brian Hinton and Matt Morey
Given its (potentially very big) payback, agent desktop optimization should move to the top of your “to-do” list. A look at the functionality that can deliver the most positive outcomes.

The View from the Saddle
Saddletree Research Kachina Awards
By Paul Stockford
Introducing the Saddletree Research Kachina Awards for Innovation in the North American Contact Center Industry—it’s not just another “Participant” trophy.