You’ve spent all week observing your contact center agents’ performance and are finally ready to sit down and write your evaluations. Unfortunately, from past experience, you know that you’re going to have to jam a square peg into a round hole to complete these reports, because you are still using cookie-cutter evaluation forms. Rating your representatives on a 1-5 scale for a number of basic categories gives them only a surface-level view of their performance and areas for improvement, thereby limiting your ability to conduct effective contact center agent coaching and training.

In years past, contact center managers were forced to play guessing games when it came to evaluating agent performance. The best they could hope to do was steal a few minutes away from their desks to listen to a few random calls and take hurried notes.

In today's environment, it is important to forecast not only the amount of calls coming into your contact center but also be able to forecast faxes, web chats, and emails. With the importance on social media interactions as well, this is providing many challenges for contact center. Supervisors need the tools to train their agents with the skills to be able to respond to multimedia & social media inquiries from the customers.