CXM Automates Call Center Agent Measurement, Training Tasks

If you assume managing an inbound or outbound call center is difficult, you’d be right. Turnover tends to be high and it can be difficult to measure agent performance or provide training on a consistent and timely basis. End user satisfaction is difficult to attain, much less measure. And many of the common metrics do not necessarily equate to customer satisfaction.

“We have discovered that average wait time doesn’t equal happy customers,” says Justin. O’Brian, CXM Recording and Quality Monitoring VP. So CXM has built software for call center managers, especially at smaller and mid-sized businesses, to better measure performance, manage in-process calls and then use interactions for training of other agents. But Zappos and Time Warner Cable are among larger enterprises that use CXM software.