White Paper & Reports

Optimizing the Agent Journey to Perfect the Customer Journey

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Attempting to deliver the effortless experience customers demand using antiquated contact center management tools is doomed to failure. Updated quality management and workforce management tools not only enable a company to create, maintain and support a best practice culture, they result in a more empowered, engaged workforce.

This McGee-Smith Analytics white paper, sponsored by Calabrio and Avaya, explores how the digital transformation of customer service has affected the role, and management, of agents.

Who is the illusive Super Agent and what do they need? Read this white paper to find out.