Modernizing agent performance measurement with the customer in mind
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Why do we measure call center agent performance? To check off boxes or improve rep QA scores? If the metrics aren't linked to actual quality, your business might be encountering serious but unknown customer experience limitations.
The Agent Impact Score (AIS) is a simple, yet powerful tool built to help organizations start measuring how agent performance affects customer-perceived effort.
Download this comprehensive guide to learn how the Agent Impact Score drives outcomes that companies actually care about: retention, share of wallet, and advocacy.
Modernizing agent performance measurement with the customer in mind
The three biggest pitfalls companies face when investing in voice analytics technology
Why do we measure call center agent performance? To check off boxes or improve rep QA scores? If the metrics aren't linked to actual quality, your business might be encountering serious but unknown customer experience limitations.
The Agent Impact Score (AIS) is a simple, yet powerful tool built to help organizations start measuring how agent performance affects customer-perceived effort.
Download this comprehensive guide to learn how the Agent Impact Score drives outcomes that companies actually care about: retention, share of wallet, and advocacy.
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A complete guide to Tethr's Agent Impact Score
Download this comprehensive guide to learn:
The limitations of traditional QA and why we created the Agent Impact Score as a rep-level assessment that is highly correlated to business outcomes
What happens when you put AIS into action with case studies of real companies examining good and bad drivers of AIS
How to tailor agent coaching and improve agent onboarding using the Agent Impact Score
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The three biggest pitfalls companies face when investing in voice analytics technology
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Key questions to ask vendors before you make a purchase decision
Why customers deserve a spot on your QA scorecard and how that requires modernization of the entire QA process