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                  Agent Management

                  Quote.svg

                  By 2027, most contact center agents will be assisted in real time by automated AI guidance.
                  Keith Dawson

                  Keith Dawson

                  Director of Research
                  Customer Experience

                  Putting serve into service

                  Our expertise comes from our research that is not found anywhere else in the industry. It can help you make Agent Management impactful to your organization. Consider these insights as you look to assess and improve your Agent Management efforts.

                  Definition

                  Agent Management technology and processes make it possible to engage agents to improve outcomes with customers and thus the customer experience.

                  Research Fact

                  Most organizations use only partial information to assess agent performance, such as call sampling, which doesn't provide a full picture of performance

                  Best Practice

                  Move performance evaluation to an analytics-based approach using speech analytics to improve actual agent performance

                  How we can help

                   

                  Consulting

                  Consulting where we deliver expert guidance with our experience, expertise and market research through workshops and assessments for better business outcomes.

                  Advisory

                  Advisory through our proactive and informed expert advice and insights for optimization of decisions through our ISG Research On-Demand service designed for value every month of the year.

                  Research

                  Research enables insights from our industry analyst team and market research with our Benchmark Research, Dynamic Insights and Value Index research products that provide facts for decisions.

                  Education

                  Education in a range of business, technology and vertical industry topics through our publishing of digital content in mediums and styles for impactful insights across an entire organization.

                  Our Latest Research Let's Get Started

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                  We provide insights and guidance across business and technology. We can help your organization; the first step is to reach out to a member of our team and see how we can help.