The Future of Agent Performance Management: Balancing What Matters
By Villette T. Nolon, President & CEO - NetReflector, Inc. and Bill Price, Founder, President & CEO - Driva Solutions LLC

Today’s contact centers are all about empowering agents, investing in their skill development, and reducing escalating attrition. Yet, most companies still rely upon the “old” speed and quantity metrics, such as CPH, MPI or SPH, to identify their best performers. This approach doesn’t project a true, accurate picture of your support team’s performance because productivity isn’t all that matters to your customers.