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In my recent vendor-specific research called Value Index for Agent Performance Management (APM), I took a different view of what customer service organizations operating contact centers need for APM than most industry observers do. Some equate APM with workforce optimization and so include call recording, quality monitoring, workforce management, training and analytics in it; others take a narrower view and focus only on agent-focused analytics and performance management. I believe that in addition to these capabilities, companies should include call routing, coaching and compensation management. Call routing fits here because which agent handles a call has a major influence on its outcome; coaching is equally important to maximize outcomes and includes one-on-one sessions as well as more formal training sessions. I include compensation management in APM because my research shows that agents, like other workers, are strongly influenced in their performance by the kind of metrics they are judged by.

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