Improving Agent Productivity: Getting Maximum Business Value From Every Agent Interaction
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Overview: Agent productivity is one area where the return can be easily improved. Since, the majority of contact center costs lie in employing agents, any increase in their productivity can significantly enhance the return on investment. This paper from Genesys Telecommunications Laboratories discusses the metrics that define agent productivity and the various ways in which it can be improved. It also includes actual case studies of Genesys customers around the world illustrating the benefits of the approaches discussed.