Ventana Research Analyst Perspective: Agent Performance Management Changes with the Times

The name of the game has changed. Customer service agents are no longer primarily tasked with providing answers to basic queries that can be easily answered with a script. As the world and businesses transition to more digital-first interactions, conversations escalated to the agents are more complex, and require more knowledge and empathy.

As such, contact centers also need to adjust how they approach evaluating agent performance and training. By bringing the right tools and increased empathy to the employee experience, they will begin to address the critical issues plaguing the customer experience in the modern era.

Ventana Research’s Keith Dawson recently put together a new analyst perspective looking at how organizations are adapting to the post-pandemic, work-from-anywhere contact center.