Member Town Hall - Measuring Agent Productivity

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Presented by

Jesse Jackson, Director of Dispatch Team, Coach-Net

About this talk

CCNG member Jesse Jackson, Director of Dispatch Team for Coach-Net, kicks off this Town Hall and facilitates a discussion on Measuring Agent Productivity. Baseball changed when Billy Beane's team went all in with what came to be known as "Moneyball". By using analytics, he changed the way a player is evaluated. As contact center leaders, we are always looking for ways to make our team more productive. There are many tools out there that help provide productivity, but at the root of our industry is people -- people communicating with other people via phone, chat, text, email, sms, twitter, smoke signals ... How do you judge what is a good agent?
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