The Business Case for Contact Center Performance Management

Top 35 Reasons You Need Contact Center Performance ManagementRecent benchmark research conducted by Ventana Research on next-generation workforce optimization found that more than three-quarters (78%) of businesses ranked improvement in both contact center and agent performance as very important. Modern contact center performance management systems are able to assemble information and deliver analyses to enable managers to understand the performance of agents and to act to maximize their effectiveness and customer satsifaction, thus improving the entire center’s performance.

Download this eGuide, which draws on Ventana’s extensive research, to learn:

The 8 proven benefits of modern contact center performance management systems.  
How to develop a strong business case for investing in performance management systems that track and help improve contact center performance, employee satisfaction and the customer experience.
Why performance management systems are one of the top two planned analytics investments for the year ahead.