NICE conducted a survey of 400 contact center leaders with the purpose of gaining a better understanding of the challenges companies face in evaluating their agents’ performance to improve the customer experience, as well as their plans for adopting artificial intelligence (AI) in the future.
Download this infographic and learn about the executive perspective on:
- The role of quality management in business decisions
- Current and future agent performance assessment strategies
- Why soft-skill assessments are important and their ability to objectively support this program
