Tethr Blog

Aligning agent performance to business outcomes

Stop forgetting the customer in QA measurement. Are you ready to learn how to unlock details on how the specific contributions agents make are tied to business outcomes? Hold your agents accountable for CX by getting down to the bottom of those high-effort customer experiences. 

Unsure if your organization is successfully aligning agent quality with effort reduction? The Tethr Effort Index (TEI) and our new Agent Impact Score (AIS) help organizations do just that.

Customer care teams have been using quality assurance (QA) scorecards to measure agent performance for decades. But are they actually measuring true quality? Typical scorecard metrics—did the agent use the proper greeting, say the customer’s name three times, thank them for their loyalty, follow compliance scripts, etc.—might help with internal efficiency or measure what’s easily observable, but those things don’t always translate over to a happy customer. Are the metrics your business focuses on measuring actual quality in any discernible way?

Our webinar by Tethr Chief Product & Research Officer Matt Dixon, and Tethr SVP of Product Ted McKenna, walks business leaders through how traditional QA scorecards and agent performance management have evolved and the limitations they present to CX and customer service leaders. Watch a recording of the webinar here to learn how you can start differentiating the impact of agent behavior from overall customer effort to highlight opportunities for upgrading your business performance.

Innovative CX and customer service leaders can overhaul contact center QA so that it delivers higher quality customer interactions balanced with an upgraded bottom line. Discover how agent talk time, silence time, overtalk and interruptions impact effort scores.

Those interested in learning how QA scorecards and agent performance management have evolved, how innovations in AI can help identify specific agent behaviors that need coaching, how traditional handle-related measures impact the level of customer effort, how individual agent behaviors are separate from overall customer effort and how to save at-risk customers and spotlight critical business transformation opportunities should tune into the recorded webinar

Start highlighting opportunities for improved business performance today.

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