Aligning agent performance to business outcomes

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Aligning agent performance to business outcomes

Customer care teams have been using quality assurance (QA) scorecards to measure agent performance for decades. But who is the best arbiter of what quality means? 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—may help with internal efficiency or measure what's easily observable. But what would your customers say? Do you know if those metrics are linked to actual quality in any discernible way?

Innovative CX and customer service leaders now have the ability to overhaul contact center QA so that it delivers what it was originally intended for: higher quality customer interactions balanced with an improved bottom line.

Check out this on-demand webinar to learn how the Tethr Effort Index (TEI) and our new Agent Impact Score (AIS) are enabling organizations to unlock details on how the specific contributions agents make are tied to business outcomes, overcoming many of the challenges with traditional QA scorecard-approaches to performance management.

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In this webinar, you'll learn:

How traditional QA scorecards and agent performance management have evolved.

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How innovations in AI can help identify specific agent behaviors that need coaching.

How traditional handle-related measures impact the level of customer effort.

Understand what limitations they present to CX and customer service leaders.

Save at-risk customers and spotlight critical business transformation opportunities.

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Matt Dixon
Chief Product and Research Officer Tethr

Ted McKenna
SVP of Product 
Tethr

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Meet the speakers

How individual agent behaviors are separate from overall customer effort.

Highlight opportunities for improved business performance based on the differences.

See how agent talk time, silence time, overtalk and interruptions affect effort scores.

It's time to start measuring how agent performance affects customer effort

How to move beyond traditional QA to improve the customer experience