Skip nav

New report helps organisations find the best agent management vendor across seven product and customer experience evaluation categories

Minneapolis, MN — Calabrio, the customer experience intelligence company, has been positioned in the top category as an Exemplary vendor in Ventana Research’s 2022 Value Index on Agent Management. The report also recognises Calabrio as a Value Index Leader for three areas: Capability, Usability and Manageability.

“Agent Management is critical for two reasons. First, agents represent the single largest ongoing cost for contact centres, which have been plagued by high turnover for so long that it is generally considered an unsolvable cost of doing business,” Keith Dawson, Vice President and Research Director for Customer Experience at Ventana Research “Second, agents are the direct point of contact with customers, meaning that poor performance directly affects customer satisfaction, loyalty and ultimately revenue. Better...

Read full release

Image Channel