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Agent Management 2025 Buyers Guide Executive Summary

Posted by Keith Dawson on 04 September 2025

Executive Summary Agent Management Labor has long been the largest ongoing operational expense in contact centers—so much so that managers have had to manipulate the size of the agent pool to account for cost controls. In recent years, however, it has become clear that an explosion of new technology is upending core assumptions about how that labor force should be managed. The development of... Read More

Topics: Customer Experience, Contact Center, agent management, Business-focused Software and Services, Customers and CX - Business & Technologies

Agent Management Buyers Guide 2024 Executive Summary

Posted by Keith Dawson on 30 September 2024

Executive Summary Agent Management While contact center operations require very specific technology for things like interaction routing and analysis, customer support is fundamentally a business about managing labor. For decades, contact centers have tolerated attrition rates of as much as 100%—even higher in some sectors. The fundamental tension in centers between maintaining high service levels... Read More

Topics: Customer Experience, agent management, Business-focused Software and Services