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Customer Service Workforce Performance Management

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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

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

    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.

  • Using Gamification to Improve Contact Center Performance
    — Presented By: CallMiner

    Gamification is quickly attracting a large and loyal following because of its proven ability to improve contact center performance and agent engagement.