Survey

Agent Performance Survey: How Does Your Contact Center Stack up? 

Find out what KPIs, strategies, processes and tools leading organizations are using to drive agent and group performance


A recent survey sponsored by Transera, a BroadSoft company, and conducted by Contact Center Pipeline sought to explore the tools and practices companies are putting in place to measure and improve agent performance. 

Some of the key highlights of the survey include:

  • Optimal KPIs and frequency for tracking agent performance and their effectiveness
  • Which methods of communication are used for agent collaboration with back-office personnel and their effectiveness
  • Common routing strategies used to match callers to agents
  • What are the most common contact center systems and applications used to track agent performance?

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