Home > White Papers
PS Directory

Customer Service Workforce Performance Management

Join Now

Strive to create the best possible customer experience for your company by focusing on the vital strategic area of performance!

Just as developing an effective service center is a common goal for many companies, determining how to measure its success in real data and KPIs proves to be an intriguing challenge. Read the reports below and learn valuable lessons in effective contact center agent training, coaching, best practices and many more important topics.

As you read, you’ll learn about different contact center solutions available from the best vendors. Be provided with unique insights, expert advice, top analysis and much more about solutions from the industry leaders. To view software vendors click here.

Customer Service Workforce Performance Management

  • Enable Contact Center Agents to Work from Wherever They Need to Be
    — Presented By: Amazon Connect

    The contact center is often the first or most urgent of your customer touch points, serving as a 24 7 global face and voice of the company. As such, businesses are increasingly finding ways to incorporate contact centers into the

  • Making the Grade: Using Automated Scorecards to Improve Agent Performance
    — Presented By: CallMiner

    The measure of success (or failure) of a call center is simply the sum of the performances of each of its agents. In order to improve agent performance a call center must find a way to affect and sustain change

  • ICMI Toolkit
    — Presented By: NICE CXone

    The Road to Customer Experience Maturity A Self Assessment The customer experience (CX) revolution has taken the business world by storm—from industry to industry, countless organizations have disrupted seemingly impenetrable markets through superior CX design. While this can be intimidating,

  • Operations Leader’s Guide to Contact Center Solutions
    — Presented By: NICE CXone

    A decision framework to help simplify your solution search. Read this white paper to learn how upgrading contact center performance need not be an arduous process.

  • Thriving in the Experience Economy
    — Presented By: NICE CXone

    The complex and truly challenging part of the customer experience comes in excelling at the human to human interactions and mastering the use of automation and intelligence as appropriate.  This can’t happen without an investment in technology that enables these

  • How to Battle Contact Center Complexity
    — Presented By: Jacada

    This guide aims to cut through the clutter and help CX practitioners understand the state of the industry, navigate pitfalls and show how to roll out assisted service projects, while also minimizing risk.