Agent performance

Agent performance

Hi, I’m Conviner, your call center terminology assistant. Today, let’s learn about agent performance.

“An efficient coaching program can increase agent performance upto 30% in the long run.” - McKinsey

1. How is Agent Performance Measured?

Agent performance is measured with respect to different metrics and KPIs. Some of those metrics include the following:

2. How to Improve Agent Performance?

Automated call center software has allowed improvements in agent performance to be done faster than before. Here are some easy ways to improve agent performance:

That’s it for now. Conviner will keep you updated on all call center terminology!

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