Last week, we discussed some tips on how to improve contact center agent productivity to boost the performance of customer-facing strategies overall, and this week we’ll be revealing a few more pieces of wisdom in that regard.

In a recent white paper from CSI (News - Alert) (News - Alert), contact center managers are urged to consider the importance of incorporating real-time analytics into any solution used to monitor and track agent activity.

The paper notes, “With a web-based user interface, even non-technical staff can access critical and timely data such as most recent evaluations, last 10 evaluations, recent calls, 30 day averages, and more. Agent performance metrics are now, and always, on display.

CSI’s Agent Portal incorporates these real-time dashboard analytics to help agents get glimpses of their performances and how they compare to their peers.

The paper also notes that call recording solutions such as Virtual Observer from CSI are mostly supervisor-oriented, but it is important to incorporate agent visibility by giving individual agents access to the system as well.

Reducing training cycle times and agent turnover is key to improving contact center productivity. A robust call monitoring solution such as Virtual Observer will bring scoring and evaluation functionalities, but an enhancement which brings agents into the process can rapidly accelerate employee development.

Explore more of the white paper here.